204 Front Office, Standard Operation Procedures, 227 pages

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					Oriental Hospitality Consultants – OrientalHospitality.com

Standard Operation Procedures

Room Division

Front Office

Agenda

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1. Service Experience
1. 1. 1. 1. 1. 1. 1. 1. 1. 1. 01 Company Introduction & Mission Statement 02 Benefits Of Training 03 Objectives Of Standards 04 Ethics 05 Achievement Reviews 06 Personal Hygiene 07 Personal Grooming 08 Prevention Of Accidents – First Aid 09 Do’s & Don’ts 11 Preparing Staff Roster

2. Preparation Experience
2. 2. 3. 2. 2. 2. 2. 2. 2. 2. 2. 2. 2. 01 Social Skill 02 Activities Prior To Starting Shift 03 Preparing For And Taking Over Shift 04 Closing Shift 05 Conducting Briefings 06 Finding A Clean Room In Fidelio 07 Procedure For Cutting Keys 08 Preparing Welcome Packs And Cards 09 Preparing For Individual Arrival 10 Preparing For Group Arrival 11 Using The Trace Report 12 Inserting A Trace For A Guest Not Having Arrived 13

3. Commercial Experience
2. 3. 3. 3. 3. 01 Client Visit To Hotel 02 Telephone Enquiry 03 Follow Up A Sales Call 04 Sales Call Visit 05 Closing A Deal

4. Reservation Experience
4. 01 Guest Call The Hotel 4. 02 Accommodation Request 4. 03 Sold Out Status 4. 04 All Agents Involved

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5. Arrival Experience
5. 01 Air Transfer 5. 02 In Front of the Hotel 5. 03 Welcoming The Guest / Entering The Hotel 5. 04 Registration/Check In At The Desk 5. 05 Registering Guests 5. 06 Registration Procedures 5. 07 Group Check In 5. 08 Method Of Payment At Check In 5. 09 Billing Instruction During Check In 5. 10 Room Type Not Available 5. 11 Room Not Ready 5. 12 Turn Away Guest 5. 13 Full Guest Room Situation 5. 14 Public Area First Impression 5. 15 The Concierge Desk / Service 5. 16 Personal Assistant 5. 17 The Corridor First Impression 5. 18 The Room First Impression 5. 19 No Show Policy 5. 20 Frequent Flyer Guest

6. In House System
6. 01 Entering A Message In Fidelio 6. 02 Routing Instructions In Fidelio 6. 03 Checking For Guest Messages 6. 04 Rate Change, Rate Increase 6. 05 Posting During Guest Stay 6. 06 Handling Multiple Accounts 6. 07 Transferring Charges From Room To Room 6, 08 Corrections And Adjustments In Fidelio 6. 09 Room Change 6. 10 Room Discrepancy Report 6. 11 Paid Outs 6. 12 Foreign 6. 13 Key Control Numbers 6. 14 Open Guest Room

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7. In Room Experience
7. 01 During The Stay 7. 02 Laundry Service Order 7. 03 Laundry Service Collection 7. 04 Shoe Cleaning / Polishing 7. 05 Handling Special Request 7. 06 In Room Mini Bar 7. 07 Mini Bar Posting 7. 08 Long Staying Guest Program 7. 09 Guest Complaint 7. 10 Do Not Disturb Room 7. 11 Guest Room Inspection 7. 12 Room Change Without Guest Presence 7. 13 Double Lock Room 7. 14 House Use Guest Room 7. 15 Slept Out Room 7. 16 Cashiers Remittance Procedure 7. 17 Unclaimed Cash Deposit 7. 18 Cashier Shortage & Overage 7. 19 Cash Paid Out 7. 20 00 – 001 Rooms

8. Special Need Experience
8. 01 Paid Outs 8. 02 Foreign Currency Exchange 8. 03 Soiled Clothing 8. 04 Prevent Skippers 8. 05 Force Open Deposit Box 8. 06 Special Request 8. 07 Lost & Found

9. Communication Experience
9. 01 Communication Signage 9. 02 Message & Fax 9. 03 Communication Paging 9. 04 Communication Voice Mail 9. 05 Communication Switch Board 9. 06 Wake Up Call 9. 10 Guest Receiving Visitors

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10. Recreation Experience & Business
10. 01 Business Centre Availability 10. 02 Interaction With Guest 10. 03 Swimming Pool 10. 04 Health & Fitness 10. 05 Booking Of Activities

11. Departure Experience
11. 01 Transport / Luggage 11. 02 Luggage Handling 11. 03 Check Out At The Reception Desk 11. 04 Express Check Out 11. 05 Cash Policy 11. 06 Check Out Cash Payment 11. 07 Check Out Late, Due Out 11. 08 Check Out Refund 11. 09 Check Out Credit Card 11. 10 Check Out City Ledger 11. 11 Mini Bar\Posting 11. 12 Farewell

12. Guest Relation
12. 01 Grooming 12. 02 Airline Ticket Reconfirmation 12. 03 Airline Ticket Booking & Rerouting 12. 04 Secretarial Service At Business Centre 12. 05 Welcoming Guest On Arrival 12. 06 Tour Bookings 12. 07 Golf Booking 12. 08 Checking Rooms Prior To Arrival 12. 09 Taking Messages 12. 10 Lost Luggage Complaints

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13. Concierge
13. 01 Preparing For Shift 13. 02 Corridor First Impression 13. 03 Picking Up And Greeting Guest 13. 04 Service 13. 05 Cleanliness At Hotel Entrance 13. 06 Guest Arrival At The Hotel 13. 07 Luggage Handling – Delivery On Arrival 13. 08 Valet Parking Procedure 13. 09 Left Luggage Procedures 13. 10 Ambassador, Personal Assistant 13. 11 Follow-up Wake Up Call 13. 12 Paging Guests 13. 13 Delivering Messages & Faxes To The Room 13. 14 Maintenance Cars & Buses 13. 15 Departure, Transport & Luggage 13. 16 Luggage Handling On Departure 13. 17 Driving Guests To The Airport

14. Telephone Operator
14. 01 Handling Outgoing Calls 14. 02 Activities Prior To Starting Shift 14. 03 Attending Calls 14. 04 Calls On Hold 14. 05 Transferring Calls 14. 06 Wake-up Calls 14. 07 No Calls & Confidential Procedure 14. 08 Wake-up Calls Airlines, Groups 14. 09 Mobile Phone Rental Procedure 14. 10 Emergency Procedures 14. 11 Guests Whereabouts 14. 12 Sending, Receiving & Distribution Fax 14. 13 Voice Mail 14. 14 Fidelio Procedures For Telephones 14. 15 Taking Written Messages 14. 16 Communication Paging 14. 17 Communication Switchboard 14. 18 Communication, Message & Fax 14. 19 Guest Receiving Visitors

15. Reservation
15. 01 Guest Call The Hotel 15. 02 Accommodation Request, Making & Confirm Booking 15. 03 All Agents Involved 15. 04 Sold Out Status

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STANDARD OPERATING PROCEDURE
FOOD & BEVERAGE TASK #: 1.01 DEPARTMENT : Stewarding TASK: Company Introduction & Mission Statement JOB TITLE: All Stewarding Staff EQUIPMENT NEEDED: WHAT TO DO HOW TO DO IT WHY To understand about company History, policies and procedures. To guarantee the best service Possible for all guests at all Times.

To understand and know the mission statement by hard.

To build a sufficient and well motivated team which is able to give the best.

PREPARED BY: Position: Signature: Date:

APPROVED BY: Position: Director of Food & Beverage

Stefan Schmid Signature: Date:

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STANDARD OPERATING PROCEDURE
FOOD & BEVERAGE DEPARTMENT : Restaurant JOB TITLE: All Restaurant Staff WHAT TO DO Understanding the basics of Training, get overall picture Of the training process and Reasons. TASK #: 1. 02 TASK: Benefits of training EQUIPMENT NEEDED: HOW TO DO IT

WHY Prevents disorganization To incorporate standards To inforce Holiday Inn‟s Principles. To encourage teamwork

Employee: Improves self-confidence Increases motivation levels Prepares for promotion Reduces tension and stress Commitment of all staff Professional growth Participation of all staff Follow up on all subjects Learning by doing it Repeating the tasks Exercise the learnt tasks Guests: Follow up on the guests needs Show politeness The guest is always right Supervisor: Can take more responsibility Builds a strong team Decreases absenteeism Builds trust Promotes good relationship Hotel: Increases productivity Reduces cost Decreases safety hazard Creates a better image Builds repeat business Attracts potential employees Increases efficiency.

Provides high quality product Insures a proper service Raises their level of satisfaction They get their money worth

PREPARED BY: Boonchong Sritawee Position: Restaurant Manager Signature: Date: 23.03.05

APPROVED BY: Position: Director of Food & Beverage

Stefan Schmid Signature: Date: 23.03.05

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STANDARD OPERATING PROCEDURE
FOOD & BEVERAGE TASK #: 1.03 DEPARTMENT : Restaurant TASK: Objectives of standards JOB TITLE: All Restaurant Staff EQUIPMENT NEEDED: WHAT TO DO HOW TO DO IT
To understand and learn the Basics of rules and hotel Business standards. To clarify standards in the Everyday operation. Consider guest expectations. To understand action plans. Do things right the first time!!!! To establish consistently The best service possible. Recognize the needs of the guest. To control and manage our Capital and human resources . Definition: Standards Something set up and established as a rule or Model for the measure of quality or value. The guest comes first

WHY

To ensure: Consistency Quality control Management tool Training tool For every 100 guest who complain, 26 others are silent. We hear only from 1 out of 27. Those who complain, 91% will Never return if nothing is done. Every customer who has a Complaint will tell 8-16 others. 82% – 95% of complaining customers will return, if something is done to resolve it. It costs 5 times more to attract A new customer than to keep An existing one.

Communicate our vision.

Keep up communication between your

Supervisor and subordinates.

Follow rules and regulations of HI at all times.

Remember to be the best and not part of the rest!

Train and exercise your tasks and ask for Help if necessary to improve at all times.

PREPARED BY: Position Restaurant Manager

Boonchong Sritawee Signature: Date: 23.03.05

APPROVED BY: Position: Director of Food & Beverage

Stefan Schmid Signature: Date: 23.03.05

Oriental Hospitality Consultants – OrientalHospitality.com

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STANDARD OPERATING PROCEDURE
FOOD & BEVERAGE TASK #: 1.04 DEPARTMENT : Restaurant TASK: F&B Ethics JOB TITLE: All Restaurant Staff EQUIPMENT NEEDED: WHAT TO DO HOW TO DO IT

WHY

To understand basic rules And regulations of the F&B department.

-

Ability to work together and adjust Tolerance for the guest and fellow colleague To be objective and improve knowledge Flexibility and creativity Intuition Training effort and exercise Honesty and understanding Teamwork and positive experience at work No wastage of food or beverage ingredients. Respect of all living creatures Careful handling of all equipment, utensils And natural resources To use preferable local products and seasonal ingredients. Healthy and tasty food & beverage for everybody Sort all wastage and return for recycling where ever possible.

F&B ethics are part of the Philosophy and are necessary To built teamwork, trust, Success and proper working Environment in the F&B Department.

-

-

PREPARED BY: Position: Restaurant Manager

Boonchong Sritawee Signature: Date: 23.03.05

APPROVED BY: Position: Director of Food & Beverage

Stefan Schmid Signature: Date: 23.03.05

Oriental Hospitality Consultants – OrientalHospitality.com

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STANDARD OPERATING PROCEDURE
FOOD & BEVERAGE TASK #: 1.05 DEPARTMENT : Restaurant TASK: Achievement Reviews JOB TITLE: All Restaurant Staff EQUIPMENT NEEDED: WHAT TO DO HOW TO DO IT
Prepare Achievement Review form 

WHY

Fill in Achievement Review report with the following details: a. Staff name b. Job title c. Department d. Starting date e. Date of last evaluation Fill in the job tasks

All achievement reviews must be completed by the target date. In all cases, all information from the interview must be kept in the utmost confidence.

      

Interview staff

Meet with the staff to ensure their performance is based on the job tasks Evaluate, explain and discuss the performance, strengths, and areas for improvement Tick the appropriate rating level

Friendly and approachable Fair and tactful Good judgment

Clear and complete details Set a target date for improvement, if necessary Ask for the employee‟s comments and fill in the appropriate column. Request staff for signature As per training procedure

Send the form to the F&B Manager

 

Send the completed form to the F&B Manager for signature Send he original to the Personnel Office and copy to the Training Department. One copy is kept by the Outlet Manager for reference and one copy to be given to the staff member

Timely Complete Legible

PREPARED BY: Position: Restaurant Manager

Boonchong Sritawee Signature: Date: 23.03.05

APPROVED BY: Position: Director of Food & Beverage

Stefan Schmid Signature: Date: 23.03.05

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STANDARD OPERATING PROCEDURE
FOOD & BEVERAGE TASK #: 1.06 DEPARTMENT : Restaurant TASK: Personal Hygiene JOB TITLE: All Restaurant Staff EQUIPMENT NEEDED: WHAT TO DO HOW TO DO IT

WHY

Learning the basics about Professional and personal Hygiene.

Most important is washing your hands whenever Necessary. Make sure to follow the basics: Wash your hands: Before starting work After each work interruption After cleaning your nose After each use of the toilet After cleaning and washing equipment & utensils After touching & working with plants, flowers After cleaning procedures After touching of money, wastage, dirty utensils. Follow the rules: Cover all injuries & infections with bandage Wear sanitary cloves if necessary Never cough or sneeze on food People with diarrhea have to consult the doctor. No smoking in the kitchen or restaurant Have a short hair cut and wear a hat. Wash your hair on daily basis. Do not pick your nose. Take a daily shower. Wear clean uniform at all times. Wear clean and proper shoes.

Health is the most important for all human beings. There is no substitute!! The professional hygiene is there to protect Health and well being of every individual. Thumb rule No: 1 is : Absolute cleanliness with yourself, ingredients, Utensils, machinery, space and interior. Bad Hygiene can result into severe infections and Serious sickness.

PREPARED BY: Position: Restaurant Manager

Boonchong Sritawee Signature: Date: 23.03.05

APPROVED BY: Position: Director of Food & Beverage

Stefan Schmid Signature: Date: 23.03.05

Oriental Hospitality Consultants – OrientalHospitality.com

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STANDARD OPERATING PROCEDURE
ROOM DIVISION DEPARTMENT : Front Office JOB TITLE: Reception WHAT TO DO
To portray a professional image of the company

(MALE)

TASK #: 1.07 TASK: Personal Grooming And Hygiene EQUIPMENT NEEDED: HOW TO DO IT WHY Guest Expectations: Personnel are well groomed And neat appearance

Uniforms:  No items of the uniform should be worn outside the hotel Neat and proper uniform premises except on the way from the hotel to the staff accommodation  Uniforms are changed daily  Uniforms are well pressed  No stains or tears on uniforms Personal hygiene:  Bathe/shower daily  Use breath fresheners especially if you smoke  Use deodorants frequently Hair:  Must be clean and well-kept at all times  Avoid extreme hair styling such as unnatural hair coloring  Must be short and cut above ears and neck on regular basis Shaving:  Shave daily before coming to work  Beards and goatees are not allowed  Moustache must be kept neat and trimmed over the lip Fingernails must be:  Clean, Short and Well-trimmed Shoes:  Must be plain black, classic business style leather  Must be kept clean and polished at all times Badges:  The name badge must be worn at all times on the lefthand side Socks:  Must be plain black or dark colored Watches:  Should be of a standard nature  NO brightly colored or fluorescent watches  NO chunky straps allowed APPROVED BY: Signature: Position:

Well-trimmed hair

Neat and polished shoes

Name badges indicating your name to be worn

PREPARED BY: Position:

Stefan Schmid Signature:

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Date:

Date: Page 2 of 3

STANDARD OPERATING PROCEDURE
ROOM DIVISION DEPARTMENT : Front Office JOB TITLE: Reception WHAT TO DO
No jewelery

TASK #: D. 1.2 TASK: Personal Hygiene And Grooming EQUIPMENT NEEDED: HOW TO DO IT WHY

Glasses:  Glasses if required must be of moderate design and size  They must be of natural color Earrings:  Earrings are NOT permitted  Nose rings studs are NOT permitted  Nose studs are NOT permitted Rings:  One ring of discreet design and a wedding ring if applicable Tattoos:  Must never be seen

(FEMALE) Personal hygiene:  Bathe/shower daily  Use breath fresheners especially if /you smoke  Use deodorants frequently Hair:  Must be clean and well-kept at all times  Avoid extreme hair styling such as unnatural hair coloring and bleaching  Should be neatly tied away from the face  Hair shoulder-length and below has to be tied back at all times  Hair accessories are only permitted when they enhance a neat appearance  Hair accessories must compliment the uniform color.

PREPARED BY: Position: Signature:

APPROVED BY: Position:

Stefan Schmid Signature:

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Date:

Date: Page 3 of 3

STANDARD OPERATING PROCEDURE
ROOM DIVISION DEPARTMENT : Front Office JOB TITLE: Reception WHAT TO DO TASK #: D. 1.2 TASK: Personal Hygiene And Grooming EQUIPMENT NEEDED: HOW TO DO IT WHY

Fingernails:  Keep them at a moderate length and neatly manicured  Only light nail color is allowed Shoes:  Shoes must be black, classic style leather Badges:  The name badge must be worn at all times on the left-hand side Tights:  ONLY skin color tights are to be worn Jewelry  Rings: One on each hand (two if married), either on middle or ring finger  Chains: One small thin necklace chain is allowed.  Watch: - Should be of a standard nature - NO brightly colored or fluorescent watches permitted - NO chunky straps allowed  Earrings: - One pair of non-dangling earrings is acceptable - These should not be longer than 1cm in diameter - Nose rings and nose stud are NOT allowed  Makeup: - Should always be worn to compliment uniform - Only light makeup to be applied - Do not use excessive perfume  Tattoos: Must NEVER be see PREPARED BY: Position: Signature: APPROVED BY: Position: Stefan Schmid Signature:

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Date:

Date: Page 1 of 1

STANDARD OPERATING PROCEDURE
FOOD & BEVERAGE TASK #: 1.08 DEPARTMENT : Restaurant TASK: Prevention of Accidents – First Aid JOB TITLE: All Restaurant Staff EQUIPMENT NEEDED: WHAT TO DO HOW TO DO IT WHY To learn about prevention of Accidents and first aid at work. How to keep a personal menu Book. Accident Prevention: Burns, Cuts, Keep tools & machinery in perfect condition Make sure you know location of first aid box No smoking in the kitchen!!!!! Know the emergency procedures. Get to know fire distinguisher methods. Remove grease from ovens and air condition Clean air filters on regular basis. Know the emergency exits Mark hot cooking utensils & tell your mate. Do not carry heavy equipment on your own. Wear proper and closed shoes. Never touch electric appliances with wet hand. Never pour liquid into hot fat. Never keep knifes in sink Hand knife over the right way. Never use knifes for opening tins and cans. Turn off machinery before cleaning. Remove glass from sink after water drains Never catch a falling knife Clean slippery floors at once. Rule number 1: Prevention is better than fixing!! Restaurant/Bar book: - The menu book is your personal collection Of recipes, working procedures, menus And kitchen basics. - The book has to be kept clean and in proper condition at all times. It is your investment for a good foundation and future career.

First Aid: First think – than act Stay cool and talk to the injured person Use your common sense Clean small wounds with disinfection liquid Big wounds to be treated by doctor immediate Wounds without blood are dangerous Small burns can be treated with cold & ice water right away Big burns to be treated by doctor at once With big cuts, keep arm upright. Call your supervisor or in-house doctor at once for serious accidents APPROVED BY: Position: Director of Food & Beverage Stefan Schmid Signature: Date: 23.03.05

PREPARED BY: Position: Restaurant Manager

Boonchong Sritawee Signature: Date: 23.03.05

Oriental Hospitality Consultants – OrientalHospitality.com

Page 1 of 1

STANDARD OPERATING PROCEDURE
FOOD & BEVERAGE DEPARTMENT : Restaurant JOB TITLE: All Restaurant Staff WHAT TO DO TASK #: 1.10 TASK: Do’s and Don’ts EQUIPMENT NEEDED: HOW TO DO IT

WHY To guarantee the best service Possible for all guests at all Times.

To learn and understand 1. Say Hello – Establish eye contact, smile and basic procedures, rules and Greet everybody you see and meet. Regulations in service with 2. Use Names – Call guests and teammates by Guests and relationship their names at every opportunity. with Fellow team colleagues 3. Show Your Appreciation – Thank guests for their patronage. 4. Guide The Way – When a guest asks for direction, always show the way. 5. Do Not Complain – Never tell a guest that you are tired, working long hours or want to go home. 6. Keep It Clean – Always pick up any debris. 7. Give A Hand – Offer to help the guest in Any situation you can, and when he asks for It. 8. Follow Up – Follow up on anything you do for a guest by contacting them personally. 9. Listen Then Act – Listen carefully to the guest and never contradict or interrupt. 10. Good Grooming Habits - At all times and proper appearance and manner. 11. Equal Treatment For All – Never discriminate against any people, regardless of nationality, race, religion, color, sex or appearance. 12. At Your Service – Most importantly, remember that no task is too difficult to follow up on and every guest is a VIP.

To build a sufficient and well Motivated team which is able to give the best.

PREPARED BY: Position: Restaurant Manager

Boonchong Sritawee Signature: Date: 23.03.05

APPROVED BY: Position: Director of Food & Beverage

Stefan Schmid Signature: Date: 23.03.05

Oriental Hospitality Consultants – OrientalHospitality.com

Page 1 of 1

STANDARD OPERATING PROCEDURE
ROOM DIVISION DEPARTMENT : Front Office JOB TITLE: Reception WHAT TO DO
To be able to provide an effective roster covering the peak hours of checkin/ check-out
    

TASK #: 1.11 TASK: Preparing Staff Roster EQUIPMENT NEEDED: HOW TO DO IT

WHY Guest Expectations: Adequate staff on duty in the hotel at all times

The busiest period must be fully staffed e.g. special events, heavy check in and check out times, etc. Block periods when the department is busy. Schedule departmental holidays, taking requests into consideration. Ensure an even spread of holidays for every level of staff throughout the year, to avoid any potential staff crisis. Avoid overloading of days off, public holidays, vacations.

Prepare a well planned Roster providing sufficient staff on duty

Print a forecast report

 

Prepare a roster in conjunction with the holiday plan. Print a forecast report which will give the detailed number of arrivals and departures on specified timings of each day ensuring that sufficient number of staff is present.

PREPARED BY: Position: Signature: Date:

APPROVED BY: Position:

Stefan Schmid Signature: Date:

Oriental Hospitality Consultants – OrientalHospitality.com

Page 1 of 2

STANDARD OPERATING PROCEDURE
FOOD & BEVERAGE DEPARTMENT : Restaurant JOB TITLE: All Restaurant Staff WHAT TO DO TASK #: 1.12 TASK: Safety Regulations EQUIPMENT NEEDED: HOW TO DO IT

WHY

The following rules and regulations are essential to the safety of the individual employee and to the safe operation of the property. They are of major importance; read them attentively and follow them in every detail.

1. Show caution in special work areas; observe restrictions on entry and use protective equipment. 2. Use handrails on stairs. 3. Never carry so much that you obscure your vision. 4. Limit stacks of dishes on carts to a height that will not topple if you make a sudden stop. 5. When carrying a tray, place the heavy load toward the body. 6. Use care in handling dishes. 7. Do not use glasses as ice scoops. 8. Keep all knives in proper storage when not in use. 9. Use kitchen rags when transporting hot food. 10. Don‟t spill oil or water on the floor. 11. Close gas faucet after using the range. 12. Don‟t throw water on electric outlet. 13. In case of fire, call the engineering department, the front of office and proceed to fight the fire with appropriate fire extinguisher and fire blanket.

PREPARED BY: Position: Restaurant Manager

Boonchong Sritawee Signature: Date: 23.03.05

APPROVED BY: Position: Director of Food & Beverage

Stefan Schmid Signature: Date: 23.03.05

Oriental Hospitality Consultants – OrientalHospitality.com

Page 2 of 2

STANDARD OPERATING PROCEDURE
FOOD & BEVERAGE TASK #: 1.12 DEPARTMENT : Restaurant TASK: Safety Regulations JOB TITLE: All Restaurant Staff EQUIPMENT NEEDED: WHAT TO DO HOW TO DO IT
14. Walk, do not run. The few minutes saved by rushing could result in an injury to yourself or another employee. 15. Do not engage in horseplay. 16. Report all accidents and injuries to your supervisor immediately. 17. Report faulty equipment immediately; don't leave it for someone else to report. 18. Inspect equipment before you use it; never use a machine that needs repair. 19. Do not operate equipment tagged " out of order " 20. Unplug electrical equipment before cleaning it. 21. Use all safety guards on equipment; don't bypass them. 22. Use the proper equipment for the job. 23. Be alert to the task you are performing. 24. Be sure you know how to do a job; if in doubt, ASK. 25. Look where you are going, not where you have been. 26. Turn on the lights before entering a dark room. 27. Open all doors with caution. 28. Keep all desks and file drawers closed. 29. Maintain good housekeeping in all areas.

WHY

PREPARED BY: Position: Restaurant Manager

Boonchong Sritawee Signature: Date: 23.03.05

APPROVED BY: Position: Director of Food & Beverage

Stefan Schmid Signature: Date: 23.03.05

Oriental Hospitality Consultants – OrientalHospitality.com

Page 1 of 3

STANDARD OPERATING PROCEDURE
ROOM DIVISION DEPARTMENT : Front Office JOB TITLE: Reception WHAT TO DO
To have the right attitude and product knowledge to recognize sales opportunities.
Have positive body language    

TASK #: 2.01 TASK: Social Skills EQUIPMENT NEEDED: HOW TO DO IT

WHY Guest Expectations: That staff are pleasant and helpful

Greet the guest and colleagues with a smile and maintain good positive expressions at all times. Stand upright. Hands free, not in the pockets or folded Both feet flat on the ground, not leaning.

Open and positive body language and posture.

Be attentive at all times

1.1.1.1.1

Speech

Speak clearly in English/local language

      


Have the correct tone of voice and express genuine interest

Be tactful and courteous Maintain good humor and even tempered Maintain eye contact when addressing the guest Look and act professional Always appear confident Listen carefully and respond to guests accordingly Use the guest‟s name at least twice during conversation
Ask open-ended questions to identify needs.

 Speak clearly and maintain a good tone of voice at all times  Be specific in your explanations  Consult your colleagues if any doubt arises

PREPARED BY: Position: Signature: Date:

APPROVED BY: Position:

Stefan Schmid Signature: Date:

Oriental Hospitality Consultants – OrientalHospitality.com

Page 2 of 3

STANDARD OPERATING PROCEDURE
ROOM DIVISION DEPARTMENT : Front Office JOB TITLE: Reception WHAT TO DO
Make eye contact and greet         

TASK #: D. 2.01 TASK: Social Skills EQUIPMENT NEEDED: HOW TO DO IT

WHY To be recognized To be treated in friendly and courteous manner To be listened to

Make eye contact while speaking to guest Give guest a warm and friendly welcome, “good morning, Mr. X, how may I help you” Make the guest feel comfortable and safe Refer to the guest twice by the correct title and name once known. Establish the guest‟s needs by asking open questions Be discreet Display genuine interest in what the guest is saying Give guest their time to speak. Do not hurry them up Always recommend our services to the guest

Know the different facilities and services available in the hotel

   

Be able to describe each product Know who is who Know the layout of the hotel Know the location, opening timings and ongoing promotions of the outlets  Have a good general knowledge of events in your city  Be aware of all functions and their location

Know about other hotels/ restaurants in your city

Knowledge of your city should include  Location of other hotels  Location of night clubs  Location of restaurants in the city  Location of banks  Location of conference centers  Location of sport facilities  Location of main events happening in town  Location of main shopping centers  Location of specific shopping APPROVED BY: Stefan Schmid

PREPARED BY:

Oriental Hospitality Consultants – OrientalHospitality.com

Position:

Signature: Date:

Position:

Signature: Date: Page 3 of 3

STANDARD OPERATING PROCEDURE
ROOM DIVISION DEPARTMENT : Front Office JOB TITLE: Reception WHAT TO DO Give easy and specific directions to the guest  TASK #: D. 2.01 TASK: Social Skills EQUIPMENT NEEDED: HOW TO DO IT

WHY

Within the hotel grounds

Be aware of the exact location of the facilities in the hotel  Explain in specific and simple way  Escort the guest whenever possible (or have him escorted by another member of staff)
1.1.1.1.1.1.1 Outside the hotel

  

Give clear directions Offer to arrange transportation Give guest a realistic timing (considering traffic, etc.)  Give the guest a realistic price if traveling by
taxi



Consult your colleagues/manager if you have any doubts

Recommend services according to guest needs   Find out the guest‟s needs Recommend services accordance with the guest‟s needs  Always offer an alternative  Have a perfect knowledge of the product  Ask open questions  Promote the hotel‟s Food & beverage outlets Take all outlet reservation details and communicate to the relevant department

PREPARED BY: Position: Signature:

APPROVED BY: Position:

Stefan Schmid Signature:

Oriental Hospitality Consultants – OrientalHospitality.com

Date:

Date:

Page 1 of 1

STANDARD OPERATING PROCEDURE
ROOM DIVISION DEPARTMENT : Front Office JOB TITLE: Telephone Operator WHAT TO DO
To be ready before the shift

TASK #: 2.02 TASK: Activities Before Starting A Shift EQUIPMENT NEEDED: HOW TO DO IT WHY Guests Expectations

Be prepared for the shift

 

Sign the attendance and read the logbooks Organize your desk  Folder with emergency procedure, brochures messages, envelopes, information calls form, etc.  Clean the switchboard, computer and other areas  Arrange your drawers and prepare all necessary fliers Read the notice board and update functions of the day. Check DND, voice mail system, Wake Up Calls and daily WUC request Check lost interface, SMDR, trunk lines and 000 extensions. Check bleep allocation, mobiles and mobile rental file Check the airlines crew list, take guest in - house report by names Be familiar with F&B activities, outlets opening and closing timings and guest whereabouts. Check if all equipment is in proper working order. Check whether the on hold music is playing Check list containing  Single lady traveler  Children  Physically challenged APPROVED BY:

To get proper service And to be understood Perfectly.

        

PREPARED BY:

Stefan Schmid

Oriental Hospitality Consultants – OrientalHospitality.com

Position:

Signature: Date:

Position:

Signature: Date: Page 1 of 3

STANDARD OPERATING PROCEDURE
ROOM DIVISION DEPARTMENT : Front Office JOB TITLE: Reception WHAT TO DO
To do an effective hand over in order to ensure smooth running of the shift. Read the Logbook


TASK #: 2.03 TASK: Preparing For And Taking Over EQUIPMENT NEEDED: HOW TO DO IT WHY Guest Expectations:

Read the reception logbook for  Any important event  Any complaint  Any VIP arriving / in-house  Any group arriving / in-house  Pending room moves  Credit problems must be logged and recorded by every shift. Make sure to receive and give hand over. Each member of reception to read the logbook and sign. Print necessary reports  Traces  Arrivals with specials  Due outs  PM and PX accounts  Back up reports; room discrepancy Make sure you have the necessary documents ready  Wake up call sheet  Room movement sheet  Sheet to log guest requests  Reception checklist (if applicable)

  

Handover

Print reports



Prepare all necessary documents

PREPARED BY: Position: Signature: Date:

APPROVED BY: Position:

Stefan Schmid Signature: Date:

Oriental Hospitality Consultants – OrientalHospitality.com

Page 2 of 3

STANDARD OPERATING PROCEDURE
ROOM DIVISION DEPARTMENT : Front Office JOB TITLE: Reception WHAT TO DO    Take a complete handover    TASK #: D. 2.3 TASK: Preparing And Taking Over A Shift EQUIPMENT NEEDED: HOW TO DO IT WHY



PREPARED BY:

Guest Prepare yourself for your shift Expectations: Report to work place at the correct time. Ensure you are dressed and groomed to hotel standards. (refer to grooming standards) Check notice boards in the back office for memos before going to the desk. Read Front Desk Logbook. Attend briefing and take Hand Over from the previous shift. - Obtain information on hotel‟s Current Occupancy Status. - Obtain information on hotel‟s Movement for the day. - Obtain information regarding outstanding guest requirements. - Obtain information regarding guest issues in the previous shift. Ensure adequate stock levels are available at the reception for the day‟s operations. (Replenish if required) - Billing paper in the printers - Staplers and Staple pins - Blank Registration Cards - No Contact Forms - Moments Enrollment Forms - Message Envelopes - Blank Envelopes - Photocopy paper - Welcomes packs in all languages - Correction, Adjustments, Refund, Paid Outs Slips - Rubber Bands - Paper Clips - Key Cards - Keycard Holders - Bus Schedules - Pool Towel Cards (if applicable) - Pens - Printer Ink Cartridges APPROVED BY: Stefan Schmid

Oriental Hospitality Consultants – OrientalHospitality.com

Position:

Signature: Date:

Position:

Signature: Date: Page 3 of 3

STANDARD OPERATING PROCEDURE
ROOM DIVISION DEPARTMENT : Front Office JOB TITLE: Reception WHAT TO DO TASK #: D. 2.3 TASK: Group Check In EQUIPMENT NEEDED: HOW TO DO IT

WHY

All other relevant operational equipment and stationary  Make sure that you have: Adequate number of pens Paper pad for notes (Recycle paper) Mini bar checklists

 Make sure the Reception Desk is clear of all unnecessary supplies.  Make sure that the reception desk is not cluttered.  Ensure that you are aware of Events or Functions taking place.

 Take over cash if instructed by the supervisor on Duty. (refer to SOP Cashiering)

PREPARED BY:

APPROVED BY:

Stefan Schmid

Oriental Hospitality Consultants – OrientalHospitality.com

Position:

Signature: Date:

Position:

Signature: Date: Page 1 of 1

STANDARD OPERATING PROCEDURE
ROOM DIVISION DEPARTMENT : Front Office JOB TITLE: Reception WHAT TO DO
To make sure that the guest fills the registration card as per the hotel standards.

TASK #: 2.04 TASK: Registration Procedures EQUIPMENT NEEDED: HOW TO DO IT

WHY Guest Expectatio ns:
Well groomed and presentable staff

When the guest comes to check in, the reception: 1. Gives him the registration card to fill 2. Makes sure that his family name is put first 3. Home address 4. City or country where guest is coming from 5. Postal code 6. Telephone and fax number 7. Profession of the guest 8. Company work name 9. Purpose of visit (business or tourism) 10. Next destination 11. Payment methods such as cash or credit card 12. Arrival and departure date as well time of arrival 13. Room type, number of rooms, 14. Nationality and country of residence 15. Date of birth and passport number 16. Passport issue date and expiry date 17. Email address or special request 18. Get the guest to sign the registration card 19. Make a copy of his passport and attached it with the registration card for future back up 20. Make sure that the guest signs the no contact form if he does not want to be contacted by the hotel 21. File the registration card

Give the guest his registration card to fill in

Check that the guest fills up his family name first then his first name Make sure all details are correctly put

Approached in a prompt manner

Informed about the details needed

PREPARED BY:

APPROVED BY:

Stefan Schmid

Oriental Hospitality Consultants – OrientalHospitality.com

Position:

Signature: Date:

Position:

Signature: Date: Page 1 of 1

STANDARD OPERATING PROCEDURE
ROOM DIVISION DEPARTMENT : Front Office JOB TITLE: Reception WHAT TO DO
To ensure good communication of information in the department.
   

TASK #: 2.05 TASK: Conducting Briefings EQUIPMENT NEEDED: HOW TO DO IT

WHY Guest Expectations: Staff are well trained and knowledgeable

Prepare for the briefing by making notes on what has to be communicated. Read the night log book to update your information Update staff on daily occurrences Make a note of any special, important information or memorandums;  VIP guest arrivals  Special requests / preferences  Room blockings Brief the staff on the above. Ensure the staff are truly aware of important issues, matters related to daily operations. Use the opportunity of the briefing to remind staff of company standards eg any of the welcome charter standards Allow staff to express themselves and communicate briefly Keep the briefing short (not more than 20 minutes) Recommend that all are standing during the briefing

Prepare for the briefing



Communication clear and concise

    

PREPARED BY: Position: Signature:

APPROVED BY: Position:

Stefan Schmid Signature:

Oriental Hospitality Consultants – OrientalHospitality.com

Date:

Date:

Page 1 of 2

STANDARD OPERATING PROCEDURE
ROOM DIVISION DEPARTMENT : Front Office JOB TITLE: Reception WHAT TO DO TASK #: 2.06 TASK: Finding A Clean Room In Fidelio EQUIPMENT NEEDED: HOW TO DO IT WHY

Press “F3” Key to bring up this screen

Look for a clean room in Fidelio

      

Enter your user name or password Press “F3” key to bring up this screen The current default date can be changed as per your requirement Enter the number of nights Enter the room type Enter status as “CL” Enter “N” to display only rooms already checked out. All the available rooms corresponding to the criteria‟s entered will appear APPROVED BY: Position:

A clean room in accordance with the guest requirements.

PREPARED BY: Position:

Stefan Schmid Signature:

Signature:

Oriental Hospitality Consultants – OrientalHospitality.com

Date:

Date:

Page 2 of 2

STANDARD OPERATING PROCEDURE
ROOM DIVISION TASK #: D 2.5 DEPARTMENT : Housekeeping TASK: Finding A Clean Room In Fidelio JOB TITLE: All Housekeeping Staff EQUIPMENT NEEDED: WHAT TO DO HOW TO DO IT WHY

PREPARED BY:

APPROVED BY:

Stefan Schmid

Oriental Hospitality Consultants – OrientalHospitality.com

Position:

Signature: Date:

Position:

Signature: Date: Page 1 of 1

STANDARD OPERATING PROCEDURE
ROOM DIVISION DEPARTMENT : Front Office JOB TITLE: Reception WHAT TO DO
To ensure that the keys are correctly cut and given to guests.

TASK #: D 2.07 TASK: Procedure For Cutting Key Card EQUIPMENT NEEDED: HOW TO DO IT WHY Take a key card Position the card as such: 1. Magnetic stripe down 2. Magnetic stripe facing you Slide the card from right to left to „cut‟ it Immediately slide the card from left to right to „verify‟ it (see display) Repeat until the numbers entered in are „cut‟ Each time you cut a key the total number of keys goes down on the display until all keys are cut. If you hear a sound it means that the key was not „cut‟ and the number of keys to be cut will remain the same. Repeat until all keys are „cut‟. Guest Expectations: To be given the correct key to the guest upon their arrival

     


     

Ask the guest for his name Enter the guest‟s name in Fidelio and get his room number Ask the guest to confirm his Room Number Key in the room number Press the arrow () key Confirm the number of days remaining until check out






Key in the number of the total nights always adding 1 extra night to allow late checkouts without having to reprogram the keys (if the guest stays 5 nights). Cut the key for 6 days. Press the arrow () key
Confirm the number of keys to be cut

 


Press „ENTER‟ Key in the guest‟s name. If more than one name is entered as such: Name A / Name B

Cut keys (refer to SOP Cutting Keys). Always cut keys for 1 more day than the length of the guest‟s stay The following message might appear „‟SYSTEM BUSY. PLEASE WAIT”. Press „ENTER‟ again.

PREPARED BY:

APPROVED BY:

Stefan Schmid

Oriental Hospitality Consultants – OrientalHospitality.com

Position:

Signature: Date:

Position:

Signature: Date: Page 1 of 1

STANDARD OPERATING PROCEDURE
ROOM DIVISION DEPARTMENT : Front Office JOB TITLE: Telephone Operator WHAT TO DO
To make sure that the Welcome pack has everything that the guest requires
Prepare Welcome Packs Keep all information in the welcome pack until the guest arrives

TASK #: 2.08 TASK: Preparing Welcome Packs And Cards EQUIPMENT NEEDED: HOW TO DO IT WHY Guests Expectations

 Welcome packs should be prepared in advance and be given to every guest on arrival.  Ensure that Welcome Pack Folders are available.  Ensure that Welcome Pack Folders are clean, no dog ears or stains  Ensure that each Welcome Folder has an appropriate Welcome Letter placed into it. Taking into consideration nationality and language of the guest  Ensure that the Welcome Folder has the Shuttle Bus Schedule enclosed in it if applicable  Make sure that the key cards are clean and without marks; attached to the Registration cards.  Ensure that there are 2 keys per room for suites or double occupancy.  Ensure that room numbers are clearly written on the key card.  Ensure that the guest‟s name is correctly spelled and neatly written in block letters.  If any voucher (eg breakfast voucher) is to be given to the guest, ensure that it is included.

PREPARED BY: Position: Signature:

APPROVED BY: Position:

Stefan Schmid Signature:

Oriental Hospitality Consultants – OrientalHospitality.com

Date:

Date:

Page 1 of 2

STANDARD OPERATING PROCEDURE
ROOM DIVISION DEPARTMENT : Front Office JOB TITLE: Reception WHAT TO DO
To provide accommodation that meets customer requirements

  

View the screen

   

TASK #: 2.09 TASK: Preparing For Individual Arrival EQUIPMENT NEEDED: HOW TO DO IT WHY Guest Expectations: View Fidelio arrival screen and observe each . To be given an arrival for the day. accommodation Look at the Special Field on Folio and take note consistent with the of information. reservation and/or that Look at all arrivals Guest Profiles, History and meets personal remarks. Make note of all relevant guest requirements and requirements special needs. To receive efficient Print an arrival report for the day in detail. (See registration service SOP – Report Printing) Print a trace Report and read the instructions To access room easily given. (SOP Trace reports) Take note and action:  Special needs.  Honeymooners, Wedding Anniversaries, Birthdays.  Extra beds and Baby Cot needs.  Transport requirements. View Current Room Status in Fidelio and take note of the number of Clean rooms, Dirty rooms and Departures for the day.

Take note and action


View current rooms

Prioritize early arrivals and allocate rooms accordingly.

   

Coordinate with housekeeping.

Prioritize early Arrivals and room type needs. Identify Suite Arrivals Identify VIP Arrivals Identify Inter-Connecting Rooms requests and allocate accordingly.  Identify Rooms Location requests. (i.e. Non Smoking) and allocate accordingly.  Always ensure that Housekeeping is aware of these needs.  Prepare Welcome packs. (The following to be included.) - Appropriate Welcome letter - Shuttle Bus Schedule APPROVED BY:

PREPARED BY:

Stefan Schmid

Oriental Hospitality Consultants – OrientalHospitality.com

Position:

Signature: Date:

Position:

Signature: Date: Page 2 of 2

STANDARD OPERATING PROCEDURE
ROOM DIVISION DEPARTMENT : Front Office JOB TITLE: Reception WHAT TO DO
Check registration cards

TASK #: D. 2.09 TASK: Preparing For Individual Arrival EQUIPMENT NEEDED: HOW TO DO IT WHY

 
Read correspondence

Check that Arrival Registrations Cards have been prepared. Check that all have the relevant correspondence attached. Should Correspondence be missing this should be followed up with the Reservations Department. Read all Correspondence for each reservation and confirm details in the system Identify all City ledger/Sales Ledger accounts and ensure that the appropriate back up documentation is attached. If the Account is to be sent to company and there is no Credit Facilities, the Reception should follow this up with Reservations and the Credit Manager. Take note of the Billing instructions for each arriving guest. Room, Meals, Local Calls and Laundry Only. Appropriate routing instructions should be placed into Fidelio. Communicate all VIP/Suite room Allocations with Guest Services. Once priority Arrival Guest Rooms have been allocated, room keys are cut for the arrival guest.

Identify accounts

  

Review billing instructions



Route instructions in Fidelio Communicate

    

Cut keys and attach to registration card

PREPARED BY:

Insert Key Cards into Key Card booklet and attach to Registration Card. APPROVED BY: Stefan Schmid

Oriental Hospitality Consultants – OrientalHospitality.com

Position:

Signature: Date:

Position:

Signature: Date: Page 1 of 3

STANDARD OPERATING PROCEDURE
ROOM DIVISION DEPARTMENT : Front Office JOB TITLE: Reception WHAT TO DO
To be prepared to handle  group arrivals and ensure that they get  accommodation that matches guest’s needs

    

Prepare for the groups arrival

Go through most recent rooming list, checking it against system.

        

 

PREPARED BY:

TASK #: 2.10 TASK: Preparing For Group Arrival EQUIPMENT NEEDED: HOW TO DO IT WHY Guest Expectations: Always designate a Group Coordinator from the Front Desk prior to arrival. To be checked-in Liaise constantly with the Sales Group Coordinator promptly and for information. efficiently into a Duty rosters must be prepared accordingly. room that meets their (Appropriate Staffing Levels) requirements. View Fidelio arrival screen and observe Group arrivals for the day. Read appropriate Group Cover Sheet/ Contract. Look at the Special Field on Folio and take note of information. Look at all arrivals Guest Profiles, History and remarks. Make note of all relevant guest requirements and special needs Ascertain Arrival time of Group. Check that arrival & departure Dates are correct. Check that all rates are correct. Number of persons occupying a room is correct. Billing instructions are entered into Fidelio. Print an arrival report for the Group in detail. (See SOP – Report Printing) Print a trace Report and read the instructions given. (See SOP - Trace reports) Take note and action: - Special needs. - Honeymooners, Wedding Anniversaries, Birthdays. - Extras beds and Baby Cot needs. - Transport requirements. View Current Rooms Status in Fidelio and take note of the number of Clean rooms, Dirty rooms and Departures for the day. Prioritize Group early Arrivals and room type needs. - Identify Group Suite Arrivals - Identify Group VIP Arrivals - Identify Group Inter-Connecting Rooms requests. - Identify Group Rooms Location requests. (i.e. Non Smoking APPROVED BY: Stefan Schmid

Oriental Hospitality Consultants – OrientalHospitality.com

Position:

Signature: Date:

Position:

Signature: Date: Page 2 of 3

STANDARD OPERATING PROCEDURE
ROOM DIVISION DEPARTMENT : Front Office JOB TITLE: Reception WHAT TO DO
Prepare for arrival of group

TASK #: D. 2.10 TASK: Preparing For Group Arrival EQUIPMENT NEEDED: HOW TO DO IT

WHY

 

Prepare Welcome packs

Allocate rooms according to arrivals times and special needs. Always ensure that Housekeeping is aware of these needs. (The following to be included.) - Appropriate Welcome letter - Shuttle Bus Schedule Check that Arrival Registration Cards have been prepared. Check that all relevant correspondence have been read. Read all Correspondence – Especially Billing Instructions. Confirming with the Fidelio and the Credit Manager that the group has Credit Facilities if the billing says Account to Company/Agent. Communicate all VIP/Suite room Allocations with Guest Services. Once priority Group Rooms have been allocated, cut room keys for arrival If Group is arriving at one time then all rooms must be allocated and all keys cut. The number of keys per room must match the number of persons staying in that room. Insert Key Cards into Key Card booklet and attach to Registration Card. All Registration Cards and Key Booklets with Keys Cut should be kept at the designated Group Check In Table APPROVED BY: Stefan Schmid




Read the correspondence


Prepare for check in



Cut room keys

     

PREPARED BY:

Oriental Hospitality Consultants – OrientalHospitality.com

Position:

Signature: Date:

Position:

Signature: Date: Page 3 of 3

STANDARD OPERATING PROCEDURE
ROOM DIVISION DEPARTMENT : Front Office JOB TITLE: Reception WHAT TO DO Coordinate with concierge  TASK #: D. 2.10 TASK: Preparing For Group EQUIPMENT NEEDED: HOW TO DO IT

WHY

Choose an appropriate Group Check in area according to the following: Size of the Group Wing they will stay in. Transport to the hotel. Time of Check In.

  

Registration Cards should be kept in Alphabetical order. Sufficient pens must be available for Guests to sign their registration cards. Welcome Drinks and Cold Towels should be prepared so they may be served on arrival. An accurate number of Drinks to be ordered and that the Room Service Supervisor is aware of Arrival Time. The concierge must be kept informed of the Group arrival time and the following needs should be coordinated: Their Duty Roster has been prepared taking into consideration the Group‟s size and Arrival time.



-

All changes with the Group Arrival Time, check in Area and Group size to be given to the concierge.

PREPARED BY: Position:

Luggage Tags are ready. Luggage Delivery plan is organized APPROVED BY: Stefan Schmid Signature: Date:

Signature: Date:

Position:

Oriental Hospitality Consultants – OrientalHospitality.com

Page 1 of 2

STANDARD OPERATING PROCEDURE
ROOM DIVISION DEPARTMENT : Front Office JOB TITLE: Reception WHAT TO DO
To ensure guest requests and inter department messages regarding guests are carried out.

 At the beginning of each shift a trace report for reception should be printed.  Each trace listed should be actioned and resolved

TASK #: 2.11 TASK: Using The Trace Report EQUIPMENT NEEDED: HOW TO DO IT WHY Guest Expectations: To have requests handled promptly and efficiently

Print action trace report

 If action is not possible at the time, add the action taken and leave it for follow-up.  When a trace has been completed, initialize the trace and resolve it in Fidelio by pressing (*)

Always remember to resolve the trace after taking the necessary action.

 File the trace report after finishing it for future reference.

Type “T‟ to resolve trace report

PREPARED BY: Position: Signature:

APPROVED BY: Position:

Stefan Schmid Signature:

Oriental Hospitality Consultants – OrientalHospitality.com

Date:

Date: Page 2 of 2

STANDARD OPERATING PROCEDURE
ROOM DIVISION DEPARTMENT : Front Office JOB TITLE: Reception WHAT TO DO TASK #: D. 2.9 TASK: Using The Trace Report EQUIPMENT NEEDED: HOW TO DO IT

WHY

Go to option, type “T” to check trace report

Take action for traces that are not resolved PREPARED BY:

APPROVED BY:

Stefan Schmid

Oriental Hospitality Consultants – OrientalHospitality.com

Position:

Signature: Date:

Position:

Signature: Date: Page 1 of 2

STANDARD OPERATING PROCEDURE
ROOM DIVISION DEPARTMENT : Front Office JOB TITLE: Reception WHAT TO DO
To have an efficient and speedy check in and have a room according to the guest expectation

TASK #: 3.01 TASK: Air Transfer EQUIPMENT NEEDED: HOW TO DO IT

WHY

1. The hotel representatives are highly visible, uniform is neat and clean and badge is worn. 2. A quality sign board is held up for with the name of the clearly visible and correct spelling. 3. Eye contact is made with exiting passengers. 4. When approached by guest, confirm identity by calling out the name of the guest, “Mr Groom? Followed by the company/booking source, to avoid confusion with potential passenger name coincidence. 5. Airport representative introduces him/herself and welcomes the guest, “My name is Robert, from Meridien Kuwait”, welcome to Kuwait”. 6. Check if first time or repeat guest. 7. Check and handle luggage on guest‟s behalf. 8. Reserved vehicles are ready and waiting at least 15 minutes prior to departure. 9. Make sure that car seats are adjusted to ensure the guest has sufficient legroom and is comfortable. 10. The car should be at comfortable temperature and chauffeur should ask whether the guest is comfortable and change the temperature accordingly. 11. Drivers schedule to meet demand.

Guest Expectations: To be given an accommodation consistent with the reservation and/or that meets personal requirements.

PREPARED BY: Position: Signature:

APPROVED BY: Position:

Stefan Schmid Signature:

Oriental Hospitality Consultants – OrientalHospitality.com

Date:

Date:

Page 1 of 2

STANDARD OPERATING PROCEDURE
ROOM DIVISION DEPARTMENT : Front Office JOB TITLE: Reception WHAT TO DO
To have an efficient and speedy check in and have a room according to the guest expectation

TASK #: D. 3.01 TASK: Air Transfer EQUIPMENT NEEDED: HOW TO DO IT

WHY

12. Registration completed by airport representative. 13. Forward guest passport details from airport to hotel ( recommended) 14. Chauffeur should offer a selection of music played at medium level from classical, Pop-contemporary, easy listening and Jazz selection. 15. Provide cold / hot towel in the car. 16. Provide selection of magazines / newspaper in the car.( if ride is longer ) 17. Chauffeur should keep comments to a minimum, always waiting for the guest to initiate conversation. 18. When using alternative routes to road conditions, chauffeur should ask for the guest approval. 19. A hotel representative accompanies VIP groups from the airport to the hotel.

PREPARED BY: Position: Signature: Date:

APPROVED BY: Position:

Stefan Schmid Signature: Date:

Oriental Hospitality Consultants – OrientalHospitality.com

Page 1 of 2

STANDARD OPERATING PROCEDURE
ROOM DIVISION DEPARTMENT : Front Office JOB TITLE: Reception WHAT TO DO
To have an efficient and speedy check in and have a room according to the guest expectation

TASK #: 3.02 TASK: Entering The Hotel EQUIPMENT NEEDED: HOW TO DO IT

WHY

1. Check arrivals list for VIP‟s 2. The must be at one member of staff at the front desk at all times. Individual queues must not exceed 4 guests. 3. Acknowledge the guest with a smile and eye contact 4. Greet guest in warm manner, “Good morning /afternoon/evening, Mr Lambert, Welcome to Sun Resort Khao Lak.” 5. If dealing with another guest, acknowledge and say, I will be with you shortly, Mr Lambert. 6. Establish guest name, use at least twice during the conversation. If you don‟t know the guest name ask him for it and use it during the conversation. 7. Be friendly and exchange pleasantries like “How are you today, Mr Lambert? For regular guests say:” Welcome back, Mr Lambert, it‟s good to see you again.” 8. Offer assistance, if you are not sure what guest wants:” How may I help you Sir / Madam?” If you are sure: “Checking in, Mr Lambert”? 9. Front of House team members will do their utmost to ensure that everything feels, scents and is aesthetically pleasing at all times. 10. The following language must be spoken on each shift at the front desk: local language, English, Chinese, Russian.

Guest Expectations : To be given an accommodati on consistent with the reservation and/or that meets personal requirements.

PREPARED BY: Position: Signature:

APPROVED BY: Position:

Stefan Schmid Signature:

Oriental Hospitality Consultants – OrientalHospitality.com

Date:

Date:

Page 2 of 2

STANDARD OPERATING PROCEDURE
ROOM DIVISION DEPARTMENT : Front Office JOB TITLE: Reception WHAT TO DO
To have an efficient and speedy check in and have a room according to the guest expectation

TASK #: D. 3.02 TASK: Entering The Hotel EQUIPMENT NEEDED: HOW TO DO IT

WHY

11. Dedicated staff members must personally greet all guests. 12. Senior management to greet all guests. 13. Ensure display panels / information boards conform to standards and are in correct places / positions with correct spelling. 14. Cold / hot towel ( if not already provided in car transfer )

PREPARED BY: Position: Signature:

APPROVED BY: Position:

Stefan Schmid Signature:

Oriental Hospitality Consultants – OrientalHospitality.com

Date:

Date:

Page 1 of 2

STANDARD OPERATING PROCEDURE
ROOM DIVISION DEPARTMENT : Front Office JOB TITLE: Reception WHAT TO DO
To have an efficient and speedy check in and have a room according to the guest expectation

TASK #: 3.02 TASK: In Front Of The Hotel EQUIPMENT NEEDED: HOW TO DO IT

WHY

1. Check uniform at the start of the shift, no tears or stains, clean and well pressed. Impeccable grooming and hygiene throughout the shift, hair in place, name badge worn. 2. Ensure that hotel surroundings are clean and tidy at all times and that hotel access is clear ( no cars parked in the driveways, no luggage trolleys left around, front door of the hotel clean, no paper or cigarette butts on the ground, etc. ) 3. Hotel entrance should be well lit, between sundown and sunrise, staff report any lights not working and to follow-up the repairs. 4. Bell service to be available 24/day. 5. Check daily arrival list for VIP and regular guests, special events, etc. Memorise names of VIP guests and regular guests. 6. Ensure adequate transportation facilities are available to and from local destinations, taxis, limousine service etc. 7. Sufficient luggage carts / trolleys are available and are in perfect condition. 8. Doorman makes eye contact with the guest and smiles. 9. Doorman opens the car door for the guest. 10.Anticipate needs and assist in alighting if necessary, eg elderly persons, children provide wheel chair, umbrella, pay taxi driver, etc. 11. Offer a warm greeting within 10 sec / 3 metres in sight or as soon as car door is opened, “ Good morning/afternoon/evening, Mr Groom, Welcome to the ........Resort Khao Lak.

Guest Expectations : To be given an accommodati on consistent with the reservation and/or that meets personal requirements.

PREPARED BY:

APPROVED BY:

Stefan Schmid

Oriental Hospitality Consultants – OrientalHospitality.com

Position:

Signature: Date:

Position:

Signature: Date:

Page 2 of 2

STANDARD OPERATING PROCEDURE
ROOM DIVISION DEPARTMENT : Front Office JOB TITLE: Reception WHAT TO DO
To have an efficient and speedy check in and have a room according to the guest expectation

TASK #: D. 3.2 TASK: In Front Of The Hotel EQUIPMENT NEEDED: HOW TO DO IT

WHY

12. Establish guest name and use it twice during the conversation. 13. Guest luggage is unloaded carefully within 30 seconds of car stopping, total number of pieces verbally reconfirmed. Luggage is never left unattended. 14. Ensure that no luggage is left in the car and car booth. 15. Luggage is delivered within 8 minute of arrival 16. Provide guest with a luggage receipt. 17. Store heavy bags at low level. Be cautions of sharp items. 18. Offer valet parking / explain parking system and its hours, “ Our parking service is available 24 hours a day and is complimentary, Mr Groom”. 19. If the guest arrives in private car, propose valet parking to the guest. 20. Offer assistance with settling the taxi, including paying the taxi if the guest requests. 21. Direct guest to the reception. 22. Always offer to carry any parcels, ”May I help you Mr Groom?” 23. Doorman introduces guest by name if identified ( e.g. luggage tag, airline tag ) 24. Inform management of missing luggage as soon as possible.

25. Hotel entrance must be attended min 16 hours / day by staff in suitable uniform PREPARED BY: APPROVED BY: Stefan Schmid

Oriental Hospitality Consultants – OrientalHospitality.com

Position:

Signature: Date:

Position:

Signature: Date:

Page 1 of 1

STANDARD OPERATING PROCEDURE
ROOM DIVISION DEPARTMENT : Front Office JOB TITLE: Reception WHAT TO DO
To ensure that the guest is acknowledged at all times and welcomed in a warm and friendly manner.

TASK #: 3.03 TASK: Welcome A Guest / Entering The Hotel EQUIPMENT NEEDED: HOW TO DO IT WHY Guest Expectations: To be welcomed and checked in promptly and efficiently by knowledgeable personnel.

   

There is a member of staff at the desk at all times Check the arrivals list for VIPs Welcome the guest to the hotel with care and attention Greet the guest with a smile and eye contact within 10 seconds /3m of entering “Good morning, Mr X, welcome to Le Meridien”

Welcome the guest



If you are dealing with another guest, acknowledge and say, “I will be with you shortly, sir”.  Hold the door open for guest           Offer the guest parking and assistance with luggage Show the guest the way to the reception Engage in friendly conversation if appropriate. Use name at least twice if guest is known to you Staff should have a good knowledge about the hotel and the restaurant Assist guests, if needed show around of the hotel Give all and proper details to guest when needed Exercise a warm yet not familiar approach Follow up if needed for any future reference Thank the guest for choosing to stay at the hotel

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with a smile

PREPARED BY:

APPROVED BY:

Stefan Schmid

Position:

Signature: Date:

Position:

Signature: Date: Page 1 of 2

STANDARD OPERATING PROCEDURE
ROOM DIVISION DEPARTMENT : Front Office JOB TITLE: Reception WHAT TO DO TASK #: 3.04 TASK: Check In At The Desk EQUIPMENT NEEDED: HOW TO DO IT

WHY

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To have an efficient and speedy check in and have a room according to the guest expectation

 Queues should not exceed 4 guests. Call for assistance when more than 3 guests are waiting.  Welcome the guest with smile, according to the standard by saying “Welcome to the ....... (hotel name), Mr. X” If a regular guest, say “Welcome back, Mr. X. Maintain eye contact.  Summarize guest reservation details/preferences and confirm spelling of name  Offer to help guest complete forms or finalize details on guests behalf  Explain benefits of allocated accommodation  Address guest by name a minimum of two times during conversation

Guest Expectations: To be given an accommodation consistent with the reservation and/or that meets personal requirements.

Welcome the guest

Present registration card

 Ask open questions to establish (if any) purpose of visit  Deliver messages/faxes to guest promptly  Offer a cold or hot face towel depending on the season  Offer a welcome drink which should always be freshly prepared.

Get deposit/ authorization

 Present the pre printed registration card to the guest and ask him to check and sign.  Regular guest only need to sign the registration card as details are already available.  Have a pen ready in proper working condition.  Politely ask for payment details based on the billing instructions mentioned in the correspondence.  If the guest wishes to pay by credit card, get a preauthorization.  Find out the daily credit amount permitted.

PREPARED BY: Position: Signature: Date:

APPROVED BY: Position:

Stefan Schmid Signature: Date:

Page 2 of 2

STANDARD OPERATING PROCEDURE
ROOM DIVISION DEPARTMENT : Front Office JOB TITLE: Reception TASK #: D. 3.04 TASK: Check In At The Desk EQUIPMENT NEEDED:

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WHAT TO DO
To have an efficient and speedy check in and have a room according to the guest expectation


HOW TO DO IT
If the credit card declines, ask the guest politely if he has another credit card. Confirm the following details:  How many nights  Room type  Departure time and flight if necessary  Explain what the rate includes  Any trace must be read during the check-in  Any remarks on profile must be read or filled if necessary.  Check if there is any message for the guest  Confirmation Offer to take care of the guest‟s luggage “Would you like me to call the bellboy?” Offer to make lunch/dinner reservation in the hotel restaurant” Would you like me to book a table at our popular X restaurant?” Check guest‟s newspaper preference and confirm desired delivery time Direct guest to elevator and introduce him/her to the person who will escort him/her to his/her room “X will escort you to your room” Wish the guest a pleasant stay “Have a pleasant stay Mr/Mrs X and call me if I can be of any assistance”

WHY

Confirm the reservation details

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 

Offer other information

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 Have guest escorted   Wish him a pleasant stay 

Investigate any payment disputes (e.g. bill back to company Check the correspondence Apologize if the hotel‟s error Explanation is given otherwise use correspondence as back up.

Settle any billing disputes

PREPARED BY: Position: Signature: Date:

APPROVED BY: Position:

Stefan Schmid Signature: Date: Page 1 of 1

STANDARD OPERATING PROCEDURE
ROOM DIVISION DEPARTMENT : Front Office JOB TITLE: Reception WHAT TO DO TASK #: 3.05 TASK: Registering Guests EQUIPMENT NEEDED: HOW TO DO IT

WHY

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There is a clean inspected room available for early arrivals and pre-registered no shows are identified and charged

   

Guests Expectations
PG will be input into the specials field Pre-request will be typed after guests‟ surname. Pre-registered guests must be checked-in and keys cut. Trace for Reception indicating room is pre-registered

To have the room ready upon arrival To be given an accommodation consistent with the registration and/or that meets personal requirements To access room easily

Prepare for the arrivals

Prepare registration for early arrival

     

Make sure the room is ready, block room previous day for pre registration Check with morning Receptionist If the guest arrives, delete the pre-registration Make sure registration card is signed by the guest upon arrival By mid -day if the guest has not arrived, the room must be checked out. Settle the room charge with the guaranteed method of payment.

Efficient service

and

friendly

PREPARED BY: Position: Signature: Date:

APPROVED BY: Position:

Stefan Schmid Signature: Date:

Page 1 of 1

STANDARD OPERATING PROCEDURE
ROOM DIVISION DEPARTMENT : Front Office JOB TITLE: Reception WHAT TO DO TASK #: 3.06 TASK: Registration Procedures EQUIPMENT NEEDED: HOW TO DO IT

WHY

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To make sure that the guest fills the registration card as per the hotel standards.

When the guest comes to check in, the reception: 22. Gives him the registration card to fill 23. Makes sure that his family name is put first 24. Home address 25. City or country where guest is coming from 26. Postal code 27. Telephone and fax number 28. Profession of the guest 29. Company work name 30. Purpose of visit (business or tourism) 31. Next destination 32. Payment methods such as cash or credit card 33. Arrival and departure date as well time of arrival 34. Room type, number of rooms, 35. Nationality and country of residence 36. Date of birth and passport number 37. Passport issue date and expiry date 38. Email address or special request 39. Get the guest to sign the registration card 40. Make a copy of his passport and attached it with the registration card for future back up 41. Make sure that the guest signs the no contact form if he does not want to be contacted by the hotel 42. File the registration card

Guest Expectations:
Well groomed and presentable staff

Give the guest his registration card to fill in

Approached in a prompt manner

Check that the guest fills up his family name first then his first name Make sure all details are correctly put

Informed about the details needed

PREPARED BY: Position: Signature: Date:

APPROVED BY: Position:

Stefan Schmid Signature: Date: Page 1 of 3

STANDARD OPERATING PROCEDURE
ROOM DIVISION DEPARTMENT : Front Office JOB TITLE: Reception TASK #: 3.07 TASK: Group Check In EQUIPMENT NEEDED:

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WHAT TO DO
Efficient, quick and accurate check in.

HOW TO DO IT

WHY Guest Expectations: To be recognized as a part of the group and checked-in promptly and efficiently

Prepare for the arrival

1 Front Desk Group - Prior to the day of arrival
                Liaise constantly with the sales group coordinator for additional information Take a copy of the updated rooming list from reservations In the Fidelio system go to the groups press enter Enter the group name if given as per the rooming list Enter to get the entire group rooming list Check if all names in the system are correct according to the rooming list Check if the arrival and departure dates are correct in the system Check if all room types are correctly blocked Check if the group rate is correct Number of people occupying each room is rightly put Special requests are met VIP requests are met Billing instructions are clear and correctly entered in the system Room have been allocated at least 24 hours in advance Relevant back up has been provided for any amount paid by third party The third party has a valid account with the hotel

2 On the day of arrival
 Tables must be labeled with letters if more than one check in the area  Sufficient pens must be available for guests to sign their Registration cards  Roster must be prepared so that sufficient staff is available  Every reservation has a room allocated All keys are cut and kept with proper numbering APPROVED BY: Stefan Schmid Signature: Date: Position: Signature: Date: Page 2 of 3

PREPARED BY: Position:

STANDARD OPERATING PROCEDURE
ROOM DIVISION DEPARTMENT : Front Office JOB TITLE: Reception TASK #: D. 3.07 TASK: Group Check In EQUIPMENT NEEDED:

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WHAT TO DO
Prepare for group arrival

HOW TO DO IT

WHY

Guest Relations      
Prepare for arrival of group

Roster to be done so that there are sufficient people on shift Amenities are placed in the room as per standard Choose a convenient location for the check in depending on the size of the group Check the transport to the hotel Check the time of check in Correct number of welcome drinks have to be ordered Manager or supervisor to meet on arrival



Concierge     Roster to be done so that there are enough people on shift Supervisor liaises with the drivers if the hotel provides the transport Luggage tags are ready Luggage delivery is organized

PREPARED BY: Position: Signature: Date:

APPROVED BY: Position:

Stefan Schmid Signature: Date:

Page 3 of 3

STANDARD OPERATING PROCEDURE
ROOM DIVISION DEPARTMENT : Front Office JOB TITLE: Reception WHAT TO DO TASK #: D.3.07 TASK: Group Check In EQUIPMENT NEEDED: HOW TO DO IT

WHY

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Perform group check-in

On Check-in           Meet the group inside the main entrance of the hotel Lead the group to the check in area Hand over the cold towels and welcome drinks to the group while they are seated Take the voucher from the group organizer (if applicable) Direct the guests to where they have to register Give them the registration cards Ask the group leader to collect the passports if applicable Take copies of the passport and return the passport to the tour leader if applicable Check if all registration cards have been signed Give the group leader the information regarding the breakfast and the pool cards and other vouchers if applicable Hand over the keys according to the rooming list to guests Guide them to the correct rooms

 

PREPARED BY: Position: Signature: Date:

APPROVED BY: Position:

Stefan Schmid Signature: Date:

Page 1 of 1

STANDARD OPERATING PROCEDURE
ROOM DIVISION DEPARTMENT : Front Office JOB TITLE: Reception WHAT TO DO TASK #: 3.08 TASK: Method Of Payment At Check In EQUIPMENT NEEDED: HOW TO DO IT WHY

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To provide a guarantee that each guest staying in the hotel has an acceptable method of payment

   

When the guest checks in, we should inform and reconfirm the payment details. Ask for method of payment If paying by his/her own account ensure that enough deposit to be taken on check in. If account paid By Company, they should have a credit facility with the hotel and a company letter stating the charges borne by the company and the duration of his/her stay. All charges to company will mean that the company will pay for all his or her expenses during the stay. Again a letter from the company as well as approval by the credit manager is required. If account paid by the travel agency, there must be a voucher holding the allotment of the meal plan and the dates during the stay also the travel agent must hold an account with the hotel approved by the credit manager. Any company or travel agent not holding credit facility with the hotel should pay in full before the guest arrives. Groups arriving should pay in full two Months in advance before arrival through a bank transfer or deposit in order to avoid over booking or a cancelled reservation on arrival.

Guest Expectations

To be aware of guests payment details





 

PREPARED BY: Position: Signature: Date:

APPROVED BY: Position:

Stefan Schmid Signature: Date:

Page 1 of 1

STANDARD OPERATING PROCEDURE
ROOM DIVISION DEPARTMENT : Front Office JOB TITLE: Reception WHAT TO DO TASK #: 3.09 TASK: Billing Instructions During Check-In EQUIPMENT NEEDED: HOW TO DO IT WHY

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To ensure that all charges are routed correctly according to the billing instructions



In the Fidelio system when the guest is checking in, if he is paying on his own there will be mentioned below POA this means that the guest will bear all account on his own If paid by travel agent for a guest in the Fidelio system, the meal plan should be correctly routed as per the voucher. If the company is paying the entire account for a guest, of course we should have a covering letter stating that all bill will be paid by the company, as well company should have an account with our hotel in Fidelio. Go to m, to go to menu enter 6, to go to routine Instruction put * in window 2 enter Again specify the dates and how many nights the company will pay, enter again, refresh window to get the routine completed Guest bills should be routed according to meal plan Guest paying own account should have a credit card or deposit given to reception FIT guests should have a voucher, according to the meal plan, number of nights covered by the voucher

Guest Expectations To receive a bill in accordance with the billing instructions







  



PREPARED BY: Position:

When an account is to be covered by a company, a covering letter or fax is required stating number of nights and exactly what services the company will accept payment. Companies must first have approved credit facilities with the hotel. APPROVED BY: Stefan Schmid Position: Signature: Date:

Signature: Date:

Page 1 of 2

STANDARD OPERATING PROCEDURE
ROOM DIVISION DEPARTMENT : Front Office JOB TITLE: Reception TASK #: 3.10 TASK: Check In – Room Type Not Available EQUIPMENT NEEDED:

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WHAT TO DO
To provide a professional alternative to the guest and meet or exceed his expectations.


HOW TO DO IT
Acknowledge and greet the guest with a smile and eye contact, “Good morning/afternoon/evening, Mr. X, how may I help you?” Listen to the guest request and restate to confirm your understanding, “ I understand that you have reserved a single room for 3 nights and you would like a nonsmoking room with a sea view”. Check the correspondence and find out what the request is and what was confirmed to the guest If it is genuine fault of the hotel, first apologize to the guest and explain why the request may not be possible to meet, “I am sorry, Mr. X, but due to the hotel being full we do not have a room available”. Tell the guest you understand his needs and you will do whatever you can to satisfy him”. Resolve the situation with 15 minutes. Offer an upgrade where possible. Describe the benefits of the new room allocated. Always respond positively, never hesitate to offer an apology and keep him/her informed on what is happening. Be cautious in giving a time by which the situation should be resolved. Be as realistic as possible. Offer the guest food or/and beverage if hotel‟s fault and waiting exceeds 30 minutes. Keep the guest informed at all times of what the situation is. Contact the management to respond immediately when their presence/assistance is required. Fill in a report into the guest history as a record. Ensure that the guest is satisfied by contacting him for feedback.

WHY Guest Expectations: To be offered the best alternative if request cannot be met





Provide an alternative close to the guest needs

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      

To receive a prompt reaction and immediate rectification when necessary

Fill details in the system Ensure guest comfort

  

PREPARED BY: Position: Signature: Date:

APPROVED BY: Position:

Stefan Schmid Signature: Date:

Page 1 of 2

STANDARD OPERATING PROCEDURE
ROOM DIVISION DEPARTMENT : Front Office JOB TITLE: Reception WHAT TO DO TASK #: D. 3.4 TASK: Check In Room Not Available EQUIPMENT NEEDED: HOW TO DO IT

WHY

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 

Enforce tight control on room type availability and do not allow uncontrolled overselling. Do not indicate to guest at any time, that the room type was oversold, but refer to unfortunate circumstances i.e late departures, unannounced extended stays etc. Staff are empowered to resolve situations.



PREPARED BY: Position: Signature: Date:

APPROVED BY: Position:

Stefan Schmid Signature: Date: Page 1 of 2

STANDARD OPERATING PROCEDURE
ROOM DIVISION DEPARTMENT : Front Office JOB TITLE: Reception TASK #: 3.02 TASK: Room Not Ready EQUIPMENT NEEDED:

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WHAT TO DO
To have an efficient and speedy check in and have a room according to the guest expectation

HOW TO DO IT

WHY

1. Have the guest register in the usual manner ( registration card, credit card imprint, etc.) 2. Apologise to the guest and explain the situation: “ I‟m sorry Mr Miller, your room is not ready yet. 3. After checking with housekeeping, explain to the guest how long it will take to have his room ready. Keep the guest informed about the situation. 4. Always respond positively, never hesitate to offer guest an apology and keep him / her appraised of situation regularly. 5. Be cautious in giving a time by which the situation should be resolved; be as realistic as possible. 6. Offer to entertain guest with food or / and beverage if waiting exceeds 3 minutes or to avoid desk congestion. 7. Offer guest changing location in Fitness centre, access to leisure facilities. 8. Personally deliver the room keys to guest when waiting in the hotel and escort guest to the room. 9. Take care of the guest‟s luggage, place it in the luggage store until the room is ready. 10. Follow-up with housekeeping

Guest Expectations : To be given an accommodati on consistent with the reservation and/or that meets personal requirements.

PREPARED BY: Position: Signature: Date:

APPROVED BY: Position:

Stefan Schmid Signature: Date:

Page 2 of 2

STANDARD OPERATING PROCEDURE
ROOM DIVISION DEPARTMENT : Front Office JOB TITLE: Reception TASK #: D. 3.2 TASK: Room Not Ready EQUIPMENT NEEDED:

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WHAT TO DO
To have an efficient and speedy check in and have a room according to the guest expectation

HOW TO DO IT

WHY

11. Have luggage available in the room before guest enters. 12. Staff are empowered to upgrade by one level if arrival is after standard registration time. 13. As soon as the room is ready, escort the guest to the room: “Mr Miller, your room is ready now, I would like to escort you there. I again apologise for the delay.”

PREPARED BY: Position: Signature: Date:

APPROVED BY: Position:

Stefan Schmid Signature: Date:

Page 1 of 2

STANDARD OPERATING PROCEDURE
ROOM DIVISION DEPARTMENT : Front Office TASK #: 3.12 TASK: Turn Away Guest

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JOB TITLE: Reception WHAT TO DO

EQUIPMENT NEEDED: HOW TO DO IT

WHY

Guest 1) It is the hotel’s 1) Turned away guest Expectatio policy to secure ns A “turn away guest is one holds a confirmed reservation at the alternate hotel but cannot be honored due to unforeseen circumstance, such accommodation as full- house situation, typhoon or delayed flight, etc. of similar standard at The hotel has obligation to make every effort to secure a similar other hotels for or better accommodation for the guest to compensate for the all “turn away” mishap. guests. Decision making on full house situation
2) All “turn away” guests should be upgraded to VIP status when they return to the hotel the following day.

In the beginning of the day, the Director of Sales and Front Office Manager to decide on the relocation of certain guests prior to their arrival 2) Securing accommodation The Reception and Sales Department are responsible to secure accommodation at other hotels to the best interest of the clients and the hotel. 3) Rate difference In securing alternative accommodation in another hotel, Reception should ensure that the rate difference, if any, is to be absorbed by our hotel. Under normal circumstances, guest should be informed that we will be paying for the room rate will be charged back to guest upon his return the following day. 4) Guest arrival Sincere apologies and explanation to be extended to the “turn away” guests for all the inconveniences caused

PREPARED BY: Position: Signature: Date:

APPROVED BY: Position:

Stefan Schmid Signature: Date: Page 2 of 2

STANDARD OPERATING PROCEDURE
ROOM DIVISION DEPARTMENT : Front Office TASK #: D. 3.12 TASK: Turn Away Guest

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JOB TITLE: Reception EQUIPMENT NEEDED: WHAT TO DO HOW TO DO IT Assistant Manager will be called to handle the guest wheneve necessary. Complimentary round – trip transportation The hotel will offer complimentary transportation to convey the “turn away” guest to the hotel for the night and transfer him/her back the following day. 5. Notify the Telephone Operator and Information Desk Both the Telephone Operator and Information Desk should be advised which hotel the “turn away” guest will be staying so that messages, contacts and correspondence can be re-directed without delay. 6. “Turn Away” Guest List” A list of turned away guest will be compiled by the Reception Desk and distributed to departments concerned for information and follow – up work. 7. Follow- up call A courtesy call should be made to those turned away guests in the other hotels the next morning by Duty Assistant Manager or Guest Relations Officer. 8 VIP Status All turned away guests should be upgraded to VIP status on their return to the hotel. Assistant Manager to ensure to greet and welcome each turned away guest at registration and escort to room. Every effort should be make to make their stay comfortable and enjoyable. PREPARED BY: Position: Signature: Date: APPROVED BY: Position: Stefan Schmid Signature: Date:

WHY Guest Expectatio ns

Page 1 of 1

STANDARD OPERATING PROCEDURE
ROOM DIVISION TASK #: 3.13

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DEPARTMENT : Front Office JOB TITLE: Reception WHAT TO DO To ensure that the turned away guests are handled properly at full house situation.

TASK: Full House Situation EQUIPMENT NEEDED: HOW TO DO IT

WHY

5) The Assistant Manager will explain tactfully to these guests Guest Expectatio concerning the critical situation. 6) Assistant Manager should assist guest to book the room from ns collateral level hotel prior to guest arrival 7) While confirming a room at another hotel, the assistant manager should ensure that a clarification is made as to who will be responsible for the accommodation expenses. 8) The assistant manager should write down the name of the person who confirmed the booking and the room rate. Pass the information to the turned away guests and arrange a hotel car to escort them to another hotel. 9) The assistant manager should see these guests off at the hotel driveway and apologize again the inconvenience caused 10) Make a follow up phone to other hotel to make sure that these guests have actually checked in. 11) The Assistant Manager will leave a message to concerned guests to confirm the time they would like the hotel to bring them back the following morning. Also contact Transportation to arrange transfer on house account. 12) Upon return, the assistant manager should greet these guests at the lobby and make sure that their registration is done quickly and smoothly. 13) The assistant manager will also escort the guests to their rooms and apologize once again for the inconvenience caused. 14) Some special set-up can be arranged to the guests.

PREPARED BY: Position: Signature: Date:

APPROVED BY: Position:

Stefan Schmid Signature: Date:

Page 1 of 2

STANDARD OPERATING PROCEDURE
ROOM DIVISION TASK #: 3.14

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DEPARTMENT : Front Office JOB TITLE: Reception WHAT TO DO
To have an efficient and speedy check in and have a room according to the guest expectation

TASK: Public Area First Impression EQUIPMENT NEEDED: HOW TO DO IT

WHY

1. All employees in public places should be well groomed, uniforms neat and clean, no stains, well pressed name badge worn. 2. Greet guests warmly using the appropriate language and the guest name if known. 3. The public areas are spotless, everything, is aesthetically pleasing at all times. 4. Staff are in neat, clean uniforms, no tears or strains. 5. Rest rooms are always clean and well equipped. 6. Rest rooms are inspected 8 times per day, ashtrays and waste baskets are emptied. 7. These is a soft background instrumental music. 8. Floors are dry and shiny, carpets are vacuumed every day, copper and brassware are polished and glass surfaces are impeccably clean. 9. Flowers are regularly changed and refreshed, and plants are well maintained and dusted. 10. Furniture is in place and in good condition. 11. Lightning works correctly. 12. Hospitality desks are discreet and elegant

Guest Expectations : To be given an accommodati on consistent with the reservation and/or that meets personal requirements.

PREPARED BY: Position: Signature: Date:

APPROVED BY: Position:

Stefan Schmid Signature: Date:

Page 2 of 2

STANDARD OPERATING PROCEDURE

Oriental Hospitality Consultants – OrientalHospitality.com

ROOM DIVISION DEPARTMENT : Front Office JOB TITLE: Reception WHAT TO DO
To have an efficient and speedy check in and have a room according to the guest expectation

TASK #: D. 3.14 TASK: Public Area First Impression EQUIPMENT NEEDED: HOW TO DO IT

WHY

13. Elevator floors, mirrors are clean, ashtrays are emptied, at least 8 times a day. 14. Elevators are not cleaned during peak hours. 15. House and public telephones are cleaned at least once a day. 16. Ensure that corridors are always clean and neat. 17. Respect guest privacy by avoiding unnecessary noise.

PREPARED BY: Position: Signature: Date:

APPROVED BY: Position:

Stefan Schmid Signature: Date:

Page 1 of 3

STANDARD OPERATING PROCEDURE

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ROOM DIVISION DEPARTMENT : Front Office JOB TITLE: Reception WHAT TO DO
To have an efficient and speedy check in and have a room according to the guest expectation

TASK #: 3.15 TASK: The Room First Impression EQUIPMENT NEEDED: HOW TO DO IT

WHY

1. Always acknowledge guests presence on the floor. 2. Take personal responsibility to resolve any unexpected guests needs. 3. When exiting the room, wish the guest a pleasant stay and if appropriate offer to hang the Do Not Disturb sign on the door. 4. When escorting guests: The receptionist pages the person who will escort the person to the room, while the guest is checking in. 5.Introduce this person to the guest: The is Judy our guest relations officer, she will escort you to your room, Mr Groom. 6. Greet the guest warmly with a smile: “Good morning / afternoon / evening, Mr. Groom, may I show you to your room. 7. Show courtesy, let the guest enter / exit / elevator before you. 8. Converse with guest during rooming procedure. 9. Find out first to city / hotel, if any special activity is desired by guest etc 10. If it is the first visit to the hotel, give some hotel information that would be useful to him / her. 11. If appropriate, offer to make a reservation for the guest. 12. Address guest by name. Smile and be friendly 13. Explain how the key works.

Guest Expectations : To be given an accommodati on consistent with the reservation and/or that meets personal requirements.

PREPARED BY: Position: Signature: Date:

APPROVED BY: Position:

Stefan Schmid Signature: Date:

Page 2 of 3

STANDARD OPERATING PROCEDURE

Oriental Hospitality Consultants – OrientalHospitality.com

ROOM DIVISION DEPARTMENT : Front Office JOB TITLE: Reception WHAT TO DO
To have an efficient and speedy check in and have a room according to the guest expectation

TASK #: D. 3.2 TASK: The Room First Impression EQUIPMENT NEEDED: HOW TO DO IT

WHY

14. Hold the door open for the guest and point the direction: “This way Mr. Groom”. 15. Offer to show the guest around the room. 16. Turn on the lights of the room and enter first while holding the door open for the guest. 17. Offer any additional help e.g. open or close the curtains, press clothes. 18. Wish the guest a pleasant stay and leave the room as quietly and quickly as possible “Have a pleasant stay and if there is anything is anything else I can do for you, please do not hesitate to call me on extension 6”. 19. If appropriate, offer to hang the Do Not Disturb sign on the door. 20. When delivering luggage: Knock on the door using your index or ring door bell. Identify service. Wait 15 sec before knocking on door a second time before entering. 16. Turn on the lights of the room and enter first while holding the door open for the guest. 17. Offer any additional help eg, open or close the curtains, press clothes etc.

PREPARED BY: Position: Signature: Date:

APPROVED BY: Position:

Stefan Schmid Signature: Date:

Page 3 of 3

STANDARD OPERATING PROCEDURE

Oriental Hospitality Consultants – OrientalHospitality.com

ROOM DIVISION DEPARTMENT : Front Office JOB TITLE: Reception WHAT TO DO
To have an efficient and speedy check in and have a room according to the guest expectation

TASK #: 3.04 TASK: The Room First Impression EQUIPMENT NEEDED: HOW TO DO IT

WHY

18. Wish the guest a pleasant stay and leave the room as quietly and quickly as possible. “Have a pleasant stay and if there is anything else I can do for you, please do not hesitate to call me on extension 6”. 19. If appropriate offer to hang the Do Not Disturb sign on the door. 20. When delivering luggage: Knock on the door using your index finger or ring door bell. Identify service. Wait 15 sec before knocking on door a second time. 21. Luggage must be delivered to the guest room within 8 min of arrival. 22. Address guest by name. Smile and be friendly. 23. Place the luggage on the luggage rack in the room. Hang the garment bag in the wardrobe. Ask the guest where to place other luggage.: “Where would you like me to place your computer , Mr Groom?” 24. Offer to give information about the room facilities. 25. Offer to show guest safety / security instructions. 26. Offer to open / close curtains, pressing. Laundry services or any additional help. 27. Leave the room as quickly as possible. 28. Wish the guest a pleasant stay and offer assistance, “Have a pleasant stay with us, Mr Groom. If you require further assistance, do not hesitate to contact us”.

Guest Expectations: To be given an accommodation consistent with the reservation and/or that meets personal requirements.

PREPARED BY: Position: Signature: Date:

APPROVED BY: Position:

Stefan Schmid Signature: Date: Page 1 of 2

STANDARD OPERATING PROCEDURE

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ROOM DIVISION DEPARTMENT : Front Office JOB TITLE: Reception WHAT TO DO
To ensure the proper follow-up of no-show and that no-show fees are charged and payment received according to hotel policy to minimize the risk of no-shows

TASK #: 3.19 TASK: No Show Policy EQUIPMENT NEEDED: HOW TO DO IT

WHY Guest Expectations:

1- The following points have to be formally defined as part of the hotel no-show policy: 2- The latest time after which reservations are no longer guaranteed (to be mentioned in the general sales terms and conditions, whatever the client segment concerned) The terms and conditions of invoicing must be specified according to the type of service provided (room only, room & breakfast, complete stay, etc) 3- The invoicing criteria must be defined (systematic invoicing, individual invoicing according to special conditions; people authorized to make invoicing decisions, etc)
4- All no-show charges should be posted through Front Office system under Room other revenue and balanced as debtor. However, no-shows are not included in the calculation of the Occupancy Rate. 5- 6 pm releases are to be left as no-shows

6- A system-generated No-show report should be printed out by Night Auditor on daily basis and sent to Reservations Manager (or any person in charge) for subsequent follow-up. 1- Reservations Manager (or any person in charge) should: - Check the booking is not a duplicate - Check any applicable paperwork to ensure the booking date was correct
7- Contact the guest (or the person who made the reservation) to see if there was a reason for the guest failing to check-in that would prevent a no-show fee to be charged. If the booking was entered in a wrong date, to ensure that booking is amended; if the booking is for a multiple night stay, to ascertain whether the booking is to be held for the remaining night

PREPARED BY: Position: Signature: Date:

APPROVED BY: Position:

Stefan Schmid Signature: Date:

Page 2 of 2

STANDARD OPERATING PROCEDURE

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ROOM DIVISION DEPARTMENT : Front Office JOB TITLE: Reception WHAT TO DO

TASK #: D. 4.13 TASK: No Show Policy EQUIPMENT NEEDED: HOW TO DO IT

WHY Guest Expectations:

-

-

Ascertain whether the guest (or the person making The booking) was advised that a no-show fee may be incurred if the guest failed to arrive without notifying the hotel If booking was made through a travel agent, ascertain if the guest has prepaid the agent for the accommodation (in which case it would have been the agent‟s responsibility to advise the guest of the hotel‟s no-show policy) so the agent should be invoiced for the prepaid accommodation 3. Director of Sales and Resident Manager and/or General Manager should acknowledge any subsequent decision over charging or not any daily no-shows. 4. If no-show charge applied, procedure should be as follow: - The guest (or the person who has made the reservation) must be advised that a no-show fee will be charged - A note should be put on the reservation regarding who was advised of the no-show charge together with any other information that may be needed at a later date 5. At month-end, Reservations Manager should prepared a monthly No-show Summary (cf. attached format) to ensure the proper follow-up of no-shows (total No-shows to be equal with system-generated report); such report should be certified by Financial Controller and Resident Manager/General Manager

-

PREPARED BY: Position: Signature: Date:

APPROVED BY: Position:

Stefan Schmid Signature: Date: Page 1 of 1

STANDARD OPERATING PROCEDURE
ROOM DIVISION TASK #: 3.20

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DEPARTMENT : Front Office JOB TITLE: Reception WHAT TO DO
To ensure that guests using frequent flyer cards always received the points they are eligible for after staying at the hotel.
     

TASK: Frequent Flyer Guests EQUIPMENT NEEDED: HOW TO DO IT

WHY Guest Expectations

Each guest must be asked if he is a member of a Frequent Flyer program. Verify that the airline is a partner Complete the stay receipt if the program is a partner. Attach it to guest registration card to be completed at Check out Put guest‟s Frequent Flyer number into Fidelio On Check out, complete the stay receipt Put the departure date Put the number of points earned. Attach the top copy with guests copy Place the other copies in the loyalty Frequent Flyer tray.

. Fill the story receipt on check-in

Complete stay receipt on check-out

   

PREPARED BY: Position: Signature: Date:

APPROVED BY: Position:

Stefan Schmid Signature: Date:

Page 1 of 4

STANDARD OPERATING PROCEDURE
ROOM DIVISION DEPARTMENT : Front Office JOB TITLE: Reception TASK #: 6.01 TASK: Entering A Message In Fidelio EQUIPMENT NEEDED:

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WHAT TO DO

HOW TO DO IT

WHY

Under front desk select Arrivals

To ensure that the check in is done accurately

  

Check if there is a room assigned for the guest. If not, go to shift F3 in Fidelio to get a clean room Ask guest if he has any special request such as nonsmoking etc.

To have accurate records maintained in the system

Look for clean room matching the guest requirements

Check if the guest is a Le Meridien Moments member or if he has a Frequent airline flyer card with a partner.

PREPARED BY: Position: Signature: Date:

APPROVED BY: Position:

Stefan Schmid Signature: Date: Page 2 of 4

STANDARD OPERATING PROCEDURE
ROOM DIVISION DEPARTMENT : Housekeeping TASK #: 6.01 TASK: Entering A Message In Fidelio

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JOB TITLE: All Housekeeping Staff EQUIPMENT NEEDED: WHAT TO DO HOW TO DO IT

WHY

Under name enter the first 3 letters of the family name

      

Under Front Desk, select ARRIVALS Under NAME, enter the first 3 letters of the family name Select the correct name, if there are several Select CORRECTIONto enter the folio Press the ESCAPE key When prompted Check in guest now ? Select YES A confirmation screen will appear

PREPARED BY: Position: Signature: Date:

APPROVED BY: Position:

Stefan Schmid Signature: Date: Page 3 of 4

STANDARD OPERATING PROCEDURE
ROOM DIVISION TASK #: 6.01

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DEPARTMENT : Front Office JOB TITLE: Reception WHAT TO DO

TASK: Entering A Message In Fidelio EQUIPMENT NEEDED: HOW TO DO IT WHY

The guest name will appear if several option select the correct one

Select correction to enter the folio

Press the escape key

PREPARED BY:

APPROVED BY:

Stefan Schmid

Position:

Signature: Date:

Position:

Signature: Date: Page 4 of 4

STANDARD OPERATING PROCEDURE
ROOM DIVISION TASK #: 6.01

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DEPARTMENT : Front Office JOB TITLE: Reception WHAT TO DO

TASK: Entering A Message In Fidelio EQUIPMENT NEEDED: HOW TO DO IT WHY

Select yes

The following screen will appear confirming that the folio has been checked PREPARED BY: Position: Signature: Date: APPROVED BY: Position: Stefan Schmid Signature: Date:

Page 1 of 1

STANDARD OPERATING PROCEDURE

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ROOM DIVISION DEPARTMENT : Front Office JOB TITLE: Reception WHAT TO DO Enter the correct information when routing in Fidelio


TASK #: 6.02 TASK: Routing Instructions In Fidelio EQUIPMENT NEEDED: HOW TO DO IT

WHY Guest Expectations:

Under front office menu select “ in house”

             

   PREPARED BY: Position:

Enter the desired room number or the desired guest name. Select the various options by selecting “ Options” Select “ routing Instructions” Select the window into which you want to route the postings. And press “ENTER” By default the 1st window will always be under the guest‟s name Enter the department codes of the postings you want to route. If in doubt of the codes simply press enter and a pick box will appear from which you can select the appropriate code. Mark the items to be routed by selecting them and them pressing “ + “ key (the “ √ “ symbol indicates that items are marked). Once the postings are marked and entered, it will automatically appear in the “ Dept” column. And once you press “ ENTER “, you will be given two options “ SAME ROOM / OTHER ROOM” from this option always select “ SAME ROOM “ Next select the name of the guest, company or travel agent to whom the postings have to be routed to. If the company and agent fields are already entered at the time of reservation it will automatically appear here. If the appropriate fields are not already filled in, select “ OTHER NAME” and enter the name of the company or agent in this column. A list will appear where you can then select the right company or agent. Once selected, the name will appear in the “NAME field “of the selected window. Therefore all room postings (RM) and food postings (FD) will be routed to the second window which is under the name of the company. You can then enter the routing period by selecting dates. Therefore room (RM) and food (FD) posting between the dates you specify will be routed to the second window. For the routing to be activated and take effect select yes and ENTER. The letter “R” indicates routing has been done for this room. APPROVED BY: Signature: Date: Position:

To have an accurate account that would facilitate a speedy check out

Stefan Schmid Signature: Date: Page 1 of 2

STANDARD OPERATING PROCEDURE
ROOM DIVISION TASK #: 6.03

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DEPARTMENT : Front Office JOB TITLE: Reception WHAT TO DO
Always check messages for guest in a proper manner as per hotel standards

TASK: Checking For Guest Messages In Fidelio EQUIPMENT NEEDED: HOW TO DO IT WHY Answer the In Fidelio press the CTRL F7 key to bring up the screen telephone with a smile in the voice To view the message press letter M Repeat the same Read the message out if the guest is on the phone or print it out message to the caller if he is at the counter and send a copy of it to the room to confirm the details Press * For status to change to received the message Once the guest receives the message press *key to indicate guest has received the message To print the message press +key Following message will appear confirming message is being printed Status will change to printed indicating message has been printed Activate the message lamp in the room by pressing –key
Status will change to message lamp on indicating that the message lamp on his telephone in the room will be on.        Always check for messages by entering the family name of the guest When printing the message should check that they are written in clear block letters There must not be any spelling errors Message time and date should be visible Staff initial must be visible on the message form Message when sent to the room should be labeled correctly with guest name and room number Envelope should be sealed so that nobody else reads the message

Repeat the name of the guest at least twice Announce the message clearly Message to be legible accurate Do not keep the guest on hold for a long time Messages to be delivered urgently after taken

PREPARED BY: Position: Signature: Date:

APPROVED BY: Position:

Stefan Schmid Signature: Date: Page 1 of 2

STANDARD OPERATING PROCEDURE

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ROOM DIVISION TASK #: 6.03 DEPARTMENT : Housekeeping TASK: Checking For Guest Messages In Fidelio JOB TITLE: All Housekeeping Staff EQUIPMENT NEEDED: WHAT TO DO HOW TO DO IT WHY   Copy should be filed for future reference Messages for arriving guests that are still to arrive should be registered and kept attached with the registration card and given to the guest on arrival Messages should be delivered within 20 minutes to the room Messages that are urgent should be sent to the room in five minutes Messages should be sealed in an envelope and placed under the door or kept in side lamp table in a prominent area of the room Guest room number, and name to be checked for accuracy before sending to the room Messages, deliveries should be logged

  

 

Messages that are distressing or emergency death or hospitalization should be handled by a manager as it requires

PREPARED BY: Position: Signature: Date:

APPROVED BY: Position:

Stefan Schmid Signature: Date:

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Page 1 of 2

STANDARD OPERATING PROCEDURE

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ROOM DIVISION DEPARTMENT : Front Office JOB TITLE: Reception WHAT TO DO
To ensure that all rate changes are updated in the system
Change to a superior room type and rate

   

TASK #: 6.04 TASK: Rate Change / Rate Increase EQUIPMENT NEEDED: HOW TO DO IT WHY Guest Expectations: Inform your supervisor Change the rate on the registration card Transactions are carried out accurately and in a Change the rate in FIDELIO professional manner Enter the reason if the rate change appears as a rate difference

Insert comments giving reasons for the rate change

Previously undercharged

   

Inform your supervisor Change the rate on the registration card Change the rate in FIDELIO Enter the reason if the rate change appears as a rate difference

Insert comments giving reasons for the rate change

Additional occupants      Inform your supervisor Change the rate on the registration card Change the rate in FIDELIO Enter the reason if the rate change appears as a rate difference Insert comments giving reasons for the rate change.

PREPARED BY: Position: Signature: Date:

APPROVED BY: Position:

Stefan Schmid Signature: Date:

Page 2 of 2

STANDARD OPERATING PROCEDURE

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ROOM DIVISION DEPARTMENT : Front Office JOB TITLE: Reception WHAT TO DO
Make adequate changes in the registration card and Fidelio 2.1.1.1

TASK #: 6.04 TASK: Rate Change / Rate Decrease EQUIPMENT NEEDED: HOW TO DO IT WHY Accounts to be accurate
The guest might have negotiated a discount

   

Inform your supervisor Change the rate on the registration card Change the rate in FIDELIO Enter the reason if the rate change appears as a rate difference Insert comments giving reasons for the rate change
2.1.1.2 Preciously overcharged

   

Inform your supervisor Change the rate on the registration card Change the rate in FIDELIO Enter the reason if the rate change appears as a rate difference Insert comments giving reasons for the rate change 1 or more occupants have left  Inform your supervisor  Change the rate on the registration card  Change the rate in FIDELIO  Enter the reason if the rate change appears as a rate difference. Insert comments giving reasons for the rate change
2.1.1.3 Complaint

    

Inform your supervisor Change the rate on the registration card Change the rate in FIDELIO Enter the reason if the rate change appears as a rate difference Insert comments giving reasons for the rate change

PREPARED BY: Position: Signature: Date:

APPROVED BY: Position:

Stefan Schmid Signature: Date: Page 1 of 5

STANDARD OPERATING PROCEDURE
ROOM DIVISION TASK #: 6.05

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DEPARTMENT : Front Office JOB TITLE: Reception WHAT TO DO
To provide an accurate account of all Front Desk postings
Make sure that you take the Credit card or Deposit from a guest upon check in.   

TASK: Posting Charges During Guest Stay EQUIPMENT NEEDED: HOW TO DO IT WHY Guest Expectations

Count the money before you post in the system Double check with the guest the amount you have received. Do not leave the money to post later in the system.


         

Go to in-house in Fidelio under BILLING
Enter password Use key 3 for pay only Enter the room number of the guest Type M key to bring up the menu Under Menu select NEW POSTINGS Select the charge required Print copy Post deposit received by guest. Press enter to make sure the charges have been posted Print duplicate copy for our reference and for accounting purposes

All accounts to be accurate

Under “Cashier” choose “Billing”

PREPARED BY: Position: Signature: Date:

APPROVED BY: Position:

Stefan Schmid Signature: Date:

Page 2 of 5

STANDARD OPERATING PROCEDURE

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ROOM DIVISION DEPARTMENT : Front Office JOB TITLE: Reception WHAT TO DO Traveler‟ cheques


TASK #: 6.05 TASK: Posting Charges During Guest Stay EQUIPMENT NEEDED: HOW TO DO IT WHY Guest Expectations: To be given options

If receiving traveler‟s check, ensure the guest signs in front of you at the desk.  Go to foreign exchange in cashier menu, enter the password Foreign exchange and choose the currency you would like to change  Enter the amount you are exchanging and press yes for receipt. Enter amount  Ensure the guest signs the receipt and give a copy to the guest.  Keep the original, which is signed by the guest for accounting purposes.  For Credit card postings on settlement go to the POS machine for credit card.  If not given a credit on check in, go to sale in the pos Credit Cards machine and enter the password, swipe the credit card and enter the amount in the pos machine.  Press yes to confirm the amount and press yes for receipt to print. Give guest the receipt  If receiving foreign currency, explain to guest that if money is needed to be refunded it will be returned in local currency not in foreign currency.  If deposit received in foreign currency, make sure you give guest a copy of the receipt and the original signed by guest is retained for accounting purposes. Do not keep any foreign currency in the cash drawer without it being posted in the system.  Do not receive any traveller‟s check that are signed in advance.  No personal cheques are allowed to be received by the reception on check-out unless a company holding cheque is approved by the duty manager or credit manager.  Print to sign after guest signed and give a copy to guest with the invoice.  Keep the duplicate copy with the invoice for reference

PREPARED BY: Position: Signature: Date:

APPROVED BY: Position:

Stefan Schmid Signature: Date: Page 3 of 5

STANDARD OPERATING PROCEDURE

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ROOM DIVISION DEPARTMENT : Front Office JOB TITLE: Reception WHAT TO DO

TASK #: 6.05 TASK: Check Out Credit Card EQUIPMENT NEEDED: HOW TO DO IT

WHY

Enter your password

Enter the room number

PREPARED BY: Position: Signature: Date:

APPROVED BY: Position:

Stefan Schmid Signature: Date:

Page 4 of 5

STANDARD OPERATING PROCEDURE

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ROOM DIVISION DEPARTMENT : Front Office JOB TITLE: Reception WHAT TO DO

TASK #: 6.05 TASK: Posting Charges During Guest Stay EQUIPMENT NEEDED: HOW TO DO IT WHY

2- Under “Menu” Select “New Postings”

1- Type “M” Key to bring out the menu

Select the charge required

PREPARED BY: Position: Signature: Date:

APPROVED BY: Position:

Stefan Schmid Signature: Date: Page 5 of 5

STANDARD OPERATING PROCEDURE

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ROOM DIVISION DEPARTMENT : Front Office JOB TITLE: Reception WHAT TO DO
    

TASK #: 6.05 TASK: Posting Charges During Guest Stay EQUIPMENT NEEDED: HOW TO DO IT WHY

Write a miscellaneous charge voucher for each posting made

Make sure you have a hard copy for all postings Each posting must be done in accordance with the department codes set-up in Fidelio. Each posting must have a miscellaneous charge voucher number recorded in Fidelio Type a short description in supplement field, e.g. posting a photocopying charge “10 copies” When guest disputes  Check if the dispute is valid  If so, rebate the charges  If over, take the difference off

That all charges are accurate

Guest disputes

  

Advise supervisor Provide detailed explanation for rebate on the voucher Get supervisor to sign it.

PREPARED BY: Position: Signature: Date:

APPROVED BY: Position:

Stefan Schmid Signature: Date: Page 1 of 1

STANDARD OPERATING PROCEDURE

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ROOM DIVISION DEPARTMENT : Front Office JOB TITLE: Reception WHAT TO DO
To ensure an efficient and accurate check-out when a guest is paying for more than one room


TASK #: 6.06 TASK: Handling Multiple Accounts EQUIPMENT NEEDED: HOW TO DO IT

WHY

Make sure at Check in  Which guest is settling the account of other rooms  What those rooms are  Guest must sign the 3rd party form to agree the payment. Make sure correct details are entered into Fidelio  Paying another account e.g. for 101 Mr. XYZ.  Paid by another room e.g. paid by room 101 Mr. XYZ When checking out  Provide individual account copies  Clarify if one bill or separate bill required

Guest Expectations: Account to be accurate To be able to settle an account quickly

Make sure you get the correct information from the guest





If one bill required transfer the changes onto specified account

PREPARED BY: Position: Signature: Date:

APPROVED BY: Position:

Stefan Schmid Signature: Date:

Page 1 of 6

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STANDARD OPERATING PROCEDURE
ROOM DIVISION DEPARTMENT : Front Office JOB TITLE: Reception WHAT TO DO
To ensure that charges are transferred to the correct room number

  


TASK #: 6.07 TASK: Transferring Charges From Room To Room EQUIPMENT NEEDED: HOW TO DO IT WHY Guest Expectations: Go to „Billing‟ in Fidelio under cashier Enter your password Enter the room number

Make sure the charges are transferred to the correct room number Use the + key to mark the posting to be transferred Bring the cursor to the desired window Use the insert key to past the postings to the selected window

To receive an efficient and prompt check-out

  


     

Press „M‟ to go to Menu
Press „D‟ to transfer charges Select „TRANSFER TO ANOTHER ROOM‟ Enter the room number in the blank field or select ENTER to bring up all in house guest room numbers Select the correct room number Select ALL MARKED POSTINGS and press ENTER to complete the transfer Verify the signature and the name to be saved as indicated in the Guest Registration Card


   

Mark the items to be transferred
Ensure that the documents to be transferred are attached and kept in Guest file for further reference Submit all documents to the Guest whenever required for any future inquiries Keep a copy of all bills for backups for accounting purposes

PREPARED BY: Position: Signature: Date:

APPROVED BY: Position:

Stefan Schmid Signature: Date:

Page 2 of 6

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STANDARD OPERATING PROCEDURE
ROOM DIVISION DEPARTMENT : Front Office JOB TITLE: Reception WHAT TO DO TASK #: 6.07 TASK: Transferring Charges From Room To Room EQUIPMENT NEEDED: HOW TO DO IT WHY

Under cashier select billing option

Enter your password here

PREPARED BY: Position: Signature: Date:

APPROVED BY: Position:

Stefan Schmid Signature: Date:

Page 3 of 6

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STANDARD OPERATING PROCEDURE
ROOM DIVISION DEPARTMENT : Front Office JOB TITLE: Reception WHAT TO DO TASK #: 6.07 TASK: Transferring Charges From Room To Room EQUIPMENT NEEDED: HOW TO DO IT WHY

Using the +key mark the posting you wish to transfer

Bring the cursor to a desired window

PREPARED BY: Position: Signature: Date:

APPROVED BY: Position:

Stefan Schmid Signature: Date:

Page 4 of 6

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STANDARD OPERATING PROCEDURE
ROOM DIVISION DEPARTMENT : Front Office JOB TITLE: Reception WHAT TO DO TASK #: 6.07 TASK: Transferring Charges From Room To Room EQUIPMENT NEEDED: HOW TO DO IT WHY

Using the insert key paste the postings to the selected window

PREPARED BY: Position: Signature: Date:

APPROVED BY: Position:

Stefan Schmid Signature: Date: Page 5 of 6

Oriental Hospitality Consultants – OrientalHospitality.com

STANDARD OPERATING PROCEDURE
ROOM DIVISION DEPARTMENT : Front Office JOB TITLE: Reception WHAT TO DO TASK #: 6.07 TASK: Transferring Charges From Room To Room EQUIPMENT NEEDED: HOW TO DO IT WHY

Select „Transfer to Another Room‟

Enter the room number here.

PREPARED BY: Position: Signature: Date:

APPROVED BY: Position:

Stefan Schmid Signature: Date: Page 6 of 6

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STANDARD OPERATING PROCEDURE
ROOM DIVISION DEPARTMENT : Front Office JOB TITLE: Reception WHAT TO DO TASK #: 6.07 TASK: Transferring Charges From Room To Room EQUIPMENT NEEDED: HOW TO DO IT WHY

Pressing „Enter‟ without the room number will bring up this screen showing all in house rooms. Select the right room number from here.

Select „All Marked Postings‟ and press „Enter‟ to complete the transfer.

PREPARED BY: Position: Signature: Date:

APPROVED BY: Position:

Stefan Schmid Signature: Date: Page 1 of 5

STANDARD OPERATING PROCEDURE

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ROOM DIVISION DEPARTMENT : Front Office JOB TITLE: Reception WHAT TO DO

TASK #: 6.08 TASK: Corrections And Adjustments In Fidelio EQUIPMENT NEEDED: HOW TO DO IT WHY

Mark the posting which needs to be adjusted or corrected by first selecting it and then using the + to mark it. The symbol indicates that this posting is marked

   Make corrections and adjustments    


In Fidelio if a mistake is made in any postings We go in Fidelio and mark the posting that needs to be adjusted or corrected by selecting it and using the + key to mark it. Bring the cursor to an empty window and paste the marked posting to the selected window by using the insert key. Select „M‟ to go to menu, Enter 4 to go to NEW POSTING, Enter the department code as the posting to be adjusted Enter the same figure to be corrected
Enter minus one in the quantity field

Receive accurate accounts

Enter the correction slip voucher number in reference PREPARED BY: Position: Signature: Date: APPROVED BY: Position: Stefan Schmid Signature: Date:

Page 2 of 5

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STANDARD OPERATING PROCEDURE
ROOM DIVISION TASK #: 6.08 DEPARTMENT : Housekeeping TASK: Corrections And Adjustments In Fidelio JOB TITLE: All Housekeeping Staff EQUIPMENT NEEDED: WHAT TO DO HOW TO DO IT WHY

Bring the cursor to an empty window

Position:

PREPARED BY: Signature: Date:

APPROVED BY: Position:

Stefan Schmid Signature: Date: Page 3 of 5

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STANDARD OPERATING PROCEDURE
ROOM DIVISION DEPARTMENT : Front Office JOB TITLE: Reception WHAT TO DO TASK #: 6.08 TASK: Corrections And Adjustments In Fidelio EQUIPMENT NEEDED: HOW TO DO IT WHY

Press M to bring up the menu Select new posting

PREPARED BY: Position: Signature: Date:

APPROVED BY: Position:

Stefan Schmid Signature: Date:

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Page 4 of 5

STANDARD OPERATING PROCEDURE
ROOM DIVISION DEPARTMENT : Front Office JOB TITLE: Reception WHAT TO DO TASK #: 6.08 TASK: Corrections And Adjustments In Fidelio EQUIPMENT NEEDED: HOW TO DO IT WHY

Enter the same amount as the posting to be adjusted

Enter –1 which is the same as –39.60.

PREPARED BY:

APPROVED BY: Signature: Date: Position:

Stefan Schmid Signature: Date:

Position:

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Page 5 of 5

STANDARD OPERATING PROCEDURE
ROOM DIVISION DEPARTMENT : Front Office JOB TITLE: Reception WHAT TO DO TASK #: 6.08 TASK: Corrections And Adjustments In Fidelio EQUIPMENT NEEDED: HOW TO DO IT WHY

Enter the same amount as the posting to be adjusted

Enter –1 which is the same as –39.60.

PREPARED BY: Position: Signature: Date:

APPROVED BY: Position:

Stefan Schmid Signature: Date:

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Page 1 of 2

STANDARD OPERATING PROCEDURE
ROOM DIVISION DEPARTMENT : Front Office JOB TITLE: Reception WHAT TO DO
To provide a smooth and efficient room change of a guest.
         

TASK #: 6.09 TASK: Room Change EQUIPMENT NEEDED: HOW TO DO IT

WHY Guest Expectations: Efficient and prompt service.

Determine needs

Determine why guest wants to move Listen carefully Understand what they want from the hotel Do not promise if you cannot deliver Before promising the guest, check the availability Check if there is any additional charge Explain it to the guest Find out when guest wants to move Assist guest Request the guest to prepare to move and offer assistance with packing  Assign the room accordingly by putting a dummy reservation In the Fidelio.  When the guest is ready send the bellboy with a key to the room move.  Log the move in the room movements log

Type”C” to choose the room move option

PREPARED BY: Position: Signature: Date:

APPROVED BY: Position:

Stefan Schmid Signature: Date:

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STANDARD OPERATING PROCEDURE
ROOM DIVISION DEPARTMENT : Front Office JOB TITLE: Reception WHAT TO DO TASK #: 6.09 TASK: Room Change EQUIPMENT NEEDED: HOW TO DO IT

WHY

         

Determine why guest wants to move Listen carefully Understand what they want from the hotel Do not promise if you cannot deliver Before promising the guest, check the availability Check if there is any additional charge Explain it to the guest Find out when guest wants to move Assist guest Request the guest to prepare to move and offer assistance with packing  Assign the room accordingly by putting a dummy reservation In the Fidelio.  When the guest is ready send the bellboy with a key to the room move.  Log the move in the room movements log

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STANDARD OPERATING PROCEDURE
ROOM DIVISION DEPARTMENT : Front Office JOB TITLE: Reception WHAT TO DO To make sure that room discrepancy report must be checked in time and any room discrepancy will be corrected accordingly
A. Housekeeping Order Taker 1. To key in room discrepancy report into system 3 times a day that should be finished before 10: 00hrs am and 09: 00hurs pm. 2. To print out room discrepancy report. 3. One who makes and also Executive Housekeeper should sign the report before handing to AM.

TASK #: 6.10 TASK: Room Discrepancy Report EQUIPMENT NEEDED: HOW TO DO IT

WHY

Guest Expectations

Efficient and prompt service

.

B. Front Office AM
Check the report handed from HSKP with the computer system carefully. 1. Any room discrepancy should be corrected in time Accordingly 2. The report should be signed by AM on duty and then hand to FOM.

C Financial Department

Financial Controller‟s signature is required on the report and then the report should be filed.

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STANDARD OPERATING PROCEDURE
ROOM DIVISION DEPARTMENT : Front Office JOB TITLE: Reception WHAT TO DO
To follow up a guideline key or duplication case

TASK #: 6.11 TASK: Key Control – Lost Key, Duplication EQUIPMENT NEEDED: HOW TO DO IT WHY Guest Expectatio ns

3 to deal with the lost mast

LOSS OF MASTERKEY

1) It is needless to say that losing a master key is a very serious matter and if proper controls are followed should not happen. 2) Any employee losing a key or keys must inform their supervisor or department head immediately, who in turn will advise the Security Manager. 3) A search should be conducted immediately in order to prevent that this key will be used for illegal purposes. 4) The Consequences of a lost and not found master key are very severe and apart from possible loss of reputation of the hotel, financial loss due to changing a lot of locks it could also cost you your position. 5) Guest room mast key card lost, Front Office Manager should be informed immediately, and the mast key card should be voided in the system and every guest room lock as soon as possible. FILING AND DUPLICATION OF KEY 1) The Security Manager is in charge of the entire key control system. This includes all locks and keys on the premises without exception. 2) He is responsible for the inventory and issuing of all keys 3) During his absence the Resident Manger must approve the person who shall maintain substitute control. 4) No key may be duplicated outside the hotel. Should this happen, severe disciplinary action will be taken against the offender

CONTROL OF KEYS The establishment of a tight key control system is for the benefit of security and to minimize the cost and time of maintenance

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STANDARD OPERATING PROCEDURE
ROOM DIVISION DEPARTMENT : Front Office JOB TITLE: Reception WHAT TO DO TASK #: 6.11 TASK: Key Control – Lost Key, Duplication EQUIPMENT NEEDED: HOW TO DO IT WHY Guest Expectations REQUEST FOR KEYS

1) The person who can authorize a request for key repair and replacement is the Resident Manager 2) The Great Grand Master, Grand Master Keys and the Emergency key can only be issued with approval of the General Manager. ISSUE OF KEYS The Security Manager will only issue keys upon receipt of the request in writing from the Department Head with approval of the Resident Manager HANDLING SERVICE KEYS

Keys that are used by hotel staff who are working shifts should be arranged so that keys are handed over at the change of shift. Unused keys should be left in the Department Heads Office key box (after properly having signed in and out for them) before leaving work. INSTALLATION OF A NEW LOCK Any person who wants to install a new lock or padlock must request this through the Security Manger, after having obtained the written approval of the Resident Manger

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STANDARD OPERATING PROCEDURE
ROOM DIVISION DEPARTMENT : Front Office JOB TITLE: Reception WHAT TO DO
To ensure that foreign currency is converted accurately
 

TASK #: 6.12 TASK: Foreign Currency Exchange EQUIPMENT NEEDED: HOW TO DO IT

WHY

Be very careful when dealing with foreign currency. .






Make sure the guest is staying in house /using an outlet If not, exchange cannot be done Two copies are printed  One is the guest‟s copy  The other one is signed by the guest and kept by a receptionist. Ensure the right amount of money is given to the guest

Guest Expectations: Efficient and prompt service

Reference must be made to the latest Lost/Stolen Check List of Travelers Cheques.

Make sure traveler checks are counter signed

 

When exchanging traveller check.  Guest must sign the check at the counter  Pre sign checks should not be exchanged. On the reverse side of the check, put the guest details:  Guest room number  Guest passport number Country and Date of issue  Date and Reference number of the arrival stamp   

of Immigration Authority
Guest surname

Hotel will only accept he foreign currencies, which are approved by Bank of Thailand

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STANDARD OPERATING PROCEDURE
ROOM DIVISION DEPARTMENT : Front Office JOB TITLE: Reception WHAT TO DO
To follow- up a guideline to properly control the guest room keys room numbers.

TASK #: 6.13 TASK: Key Control & Room Numbers EQUIPMENT NEEDED: HOW TO DO IT

WHY

GUEST ROOM KEYS

Guest Expectatio 1) It is the policy of the Hotel that guest keys are not handed to ns guests before inquiring from them their names and verifying that they are registered into that room. 2) Keys should not rest on counter tops or desks at any time, nor should they be given to anyone other than the registered guest unless a signed release from the guest is provided. 3) Guest keys expect a key upon check in. To ensure this: 4) Collect and file all available keys 5) Have Housekeeping deliver all key cards to the Front Desk several times a day. Calculate needed keys once a week Obtain every guest room key upon check out ROOM NUMBERS 1) It is the policy of the Hotel that room numbers of guests are not divulged to those requesting this information. 2) Telephone Operators may not provide a caller with the room number of a guest, even when the call originates from within the hotel. 3) The reception personnel at the Front Desk should not give out a room number. Instead the inquirer should be directed to the house phone and connected with the room 4) Take caution when registering a guest not to announce the room number to the lobby as the Bellman approaches.

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STANDARD OPERATING PROCEDURE
ROOM DIVISION DEPARTMENT : Front Office JOB TITLE: Reception WHAT TO DO . TASK #: 6.14 TASK: Key Control – Open Guest Room Doors EQUIPMENT NEEDED: HOW TO DO IT WHY

6) It is policy of the Hotel that the Housekeeping Staff do not open Guest guest room doors on request. They are asked to politely refer Expectations the guest to the Front Desk to pick up a key. This can be To follow up a explained to guests that it is for their protection. guideline to open guest room door to ensure the room 7) For outside deliveries, the Room Attendant must not open the door, but should refer the delivery person to the Assistant security Manager 8) For Services performed by hotel staff, guest room door opening procedures must be clearly defined and communicated to Housekeeping personnel.

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STANDARD OPERATING PROCEDURE
ROOM DIVISION DEPARTMENT : Front Office JOB TITLE: Reception WHAT TO DO TASK #: 6.015 TASK: Entering A Message In Fidelio EQUIPMENT NEEDED: HOW TO DO IT

WHY

In the guest folio choose Message

Choose yes to entre a message

Greet the guest & Listen carefully to the message Repeat the message to confirm understanding In the guest folio choose MESSAGE Choose YES to enter a message Press ENTER to bring up the option Choose MR or MRS according to caller Press ENTER to move to next screen Enter the name of caller and press ENTER Enter the name of the company and press ENTER Choose the applicable phrase AND PRESS ENTER Press ENTER to view the message Enter the caller phone number including the international dialing code if applicable Make any amendments if necessary APPROVED BY: Signature: Position:

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STANDARD OPERATING PROCEDURE
ROOM DIVISION TASK #: 6.015 DEPARTMENT : Housekeeping TASK: Entering A Message In Fidelio JOB TITLE: All Housekeeping Staff EQUIPMENT NEEDED: WHAT TO DO HOW TO DO IT

WHY

Press entre to bring up the option

Press entre to bring up the option

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STANDARD OPERATING PROCEDURE
ROOM DIVISION DEPARTMENT : Front Office JOB TITLE: Reception WHAT TO DO TASK #: 6.015 TASK: Entering A Message In Fidelio EQUIPMENT NEEDED: HOW TO DO IT WHY

Entre the name of the caller

Press entre to move to the next selection

Entre the name of the company if applicable

Press entre to move to the next selection

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STANDARD OPERATING PROCEDURE
ROOM DIVISION DEPARTMENT : Front Office JOB TITLE: Reception WHAT TO DO TASK #: 6.015 TASK: Entering A Message In Fidelio EQUIPMENT NEEDED: HOW TO DO IT WHY

Choose the applicable pharse by moving the cursor with the arrows on the keyboard

Press entre to move to next selection

Choose the applicable phrase

Press entre to the next selec

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STANDARD OPERATING PROCEDURE
ROOM DIVISION DEPARTMENT : Front Office JOB TITLE: Reception WHAT TO DO TASK #: 6.015 TASK: Entering A Message In Fidelio EQUIPMENT NEEDED: HOW TO DO IT

WHY

Press entre to view the message

Entre the callers phone number including international dialing code if applicable

Make any amendments if necessary

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STANDARD OPERATING PROCEDURE
ROOM DIVISION DEPARTMENT : Front Office JOB TITLE: Reception WHAT TO DO
The purpose of this procedure is to set clear guidelines for a correct and accurate “ room status check” as performed daily by the Housekeeping Department floor staff.

TASK #: 6.15 TASK: Room Status Check EQUIPMENT NEEDED: HOW TO DO IT

WHY

Guest 1. The physical check of all rooms should be conducted 3 times Expectatio everyday for the purpose of verifying the computer status. ns 2. Each room should be checked by the room attendants under the
supervision of the floor supervisor. In the absence of room attendants on a given floor, the supervisor is responsible for the room check.

3. The actual room status should be entered on the “room status report”.
Every room must be assigned a status.

4. The status to be reflected is as follows
VC VD OC OD DND OOS OOO Vacant Clean Vacant Dirty Occupied Clean Occupied Dirty Do Not Disturb Out of Service Out of Order

5. The room check should be conducted “blind”, that is, without a
computer generated room status report

6. After the checking of all rooms on their assigned floors and recording the actual status, should report to the Housekeeping Office to verify the computer status against the actual status, Any differences should be updated accordingly. 7. This function should be completed by all floor supervisors by
20:30pm before the final room discrepancy check, every day should be checked 3 times.

8. If required, supervisors should return to the floors to check any status
that is in question or unclear.

9. Completed room status reports should be given to the Housekeeping
Order Taker once completed.

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STANDARD OPERATING PROCEDURE
ROOM DIVISION DEPARTMENT : Front Office JOB TITLE: Reception WHAT TO DO TASK #: D. 6.15 TASK: Room Status Check EQUIPMENT NEEDED: HOW TO DO IT

WHY

Guest 10) Physical room check status report should be keyed into the system by Expectations
the Housekeeping Order immediately, then print out the room discrepancy report at 10:00 o‟clock, 15:00 o‟clock and 21:00 o‟clock every day. 11) The Room Discrepancy Report should be signed by Housekeeping Order Taker and send to Assistant Manager immediately. 12) The Assistant Manager should check the Room Discrepancy and solve all the discrepancy, then write down the reason and result on the report 13) The completed report should be checked by Front Office Manager and submit to Accounting on next day. 14) Retention period for this report is for 12 months, after which the report can be disposed.

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STANDARD OPERATING PROCEDURE
ROOM DIVISION DEPARTMENT : Front Office JOB TITLE: Reception WHAT TO DO TASK #: D. 6.16 TASK: Room Found Vacant EQUIPMENT NEEDED: HOW TO DO IT

WHY

Guest 3) To ensure that a 15) Reception will check the daily discrepancy report distributed Expectations vacant room will by Housekeeping 3 times a day to verify discrepancies in room not be charged status. as an occupied room. 16) Any finding concerning room status discrepancies will be reported to the Assistant Manager for handling 17) Physical inspection of the concerned room will be conducted by Assistant Manager together with a Security Officer 18) After a thorough investigation of luggage record, room change possibility and the guest reservation details, Assistant Manager will close the account for the room, which has been found vacant. Any outstanding balance will be passed to the Credit Manager for handling.

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STANDARD OPERATING PROCEDURE
ROOM DIVISION DEPARTMENT : Front Office JOB TITLE: Reception WHAT TO DO To establish guidelines for the captioned subject and to keep Paid Out to a minimum, and to ensure that Paid Out transactions are properly validated and authorized. 2. Paid Outs shall be in local currency (RMB) only. 3. Paid Outs shall be in local currency (RMB) only. 4. Paid Out Voucher must be handled and approved in the following manner: 5. Miscellaneous Paid Out. a. Approval by Duty Manager for amount not exceeding RMB500.00. b. Approval by Front Office Manager or Asst. Front Office Manager for amount above RMB500.00 up to maximum of RMB2, 000. c. Approval by General Manager, Executive Assistant Manager or Financial Controller for amount exceeding RMB2, 000. d. A 5% handling fee will be charged to guest‟s account for the Paid Out made. 6. Refund of balance Guest Deposit. a. A refund of a guest‟s balance deposit must be accompanied by the original copy of Cash Receipt issued to the guest when he checks in. b. If a guest misplaces the Cash Receipt, this should be indicated on the Paid Out Voucher. Guest must sign on both Paid Out Voucher and Guest Folio. The signature on the Voucher/Folio must be matched with the signature on the Guest Registration Card. a. Miscellaneous Paid Out – Paid out in the form of cash advance for guest services – purchase of flowers, guest transport, air ticket and goods at hotel‟s shop arcade etc. b. Refund of guest‟s deposits 1. TASK #: D. 6.17 TASK: Cash Paid Out EQUIPMENT NEEDED: HOW TO DO IT

WHY

Paid Outs at Front Desk is classified as follows:

Guest Expectations

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STANDARD OPERATING PROCEDURE
ROOM DIVISION DEPARTMENT : Front Office JOB TITLE: Reception WHAT TO DO TASK #: D. 6.20 TASK: Cash Paid Out EQUIPMENT NEEDED: HOW TO DO IT

WHY

b. Approval from Duty Manager, Asst. Front Office Manager or Guest Expectatio Front Office Manager must be obtained for refund exceeding ns RMB1, 000 and when a guest has lost the Cash Receipt. 7. Upon receiving request for Paid Out, the Front Office Agent will print out Paid Out Voucher in Opera system or raise a multifunction voucher in duplicate if the system down. The following must be recorded - Guest Name - Room Number - Date - Description/purpose of Paid Out transactions - Amount - The Front Office Agent‟s signature - The authorizing signature - The guest‟s signature 8. Paid Out Voucher must be approved by authorized personnel before cash is paid. 9. All Paid Out Vouchers must be used in numerical sequence. Cancelled vouchers must be returned to the Accounts Department (Night Audit). The employee will be charged RMB100.00 Yuan for each missing Paid Out Voucher.

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STANDARD OPERATING PROCEDURE
ROOM DIVISION DEPARTMENT : Front Office JOB TITLE: Reception WHAT TO DO TASK #: 7.01 TASK: Long Staying Guest Program EQUIPMENT NEEDED: HOW TO DO IT

WHY Guest Expectatio ns To be taken care off

1) To check if the 1) The Assistant Manager will consult with the management to determine the definition of a long staying guest and what long staying amenities will be given during his stay. guests are satisfied with the hotel 2) Follow the instructions from the management; the Assistant Manager will be responsible to replenish the amenities for long facilities and staying guests services during their stay. 3) Guest arrival list will be checked everyday and if a guest who is going to stay or a certain period which corresponds to the 2) To give a good definition of long staying, he will be entitled to have the decided impression to amenities every 7 days. long staying guests for future business. 4) An amenities replenishment record should be made in which guest name, room number, amenities given and sent date are stated. 5) The Assistant Manager will also prepare appropriate requisition to related departments for sending the amenities to long staying guests 6) During their stay, the Assistant Manager will also be responsible to call the long staying guests to ask if they have any opinions regarding hotel facilities and services. 7) The Assistant Manager should always remember the names and faces of all long staying guests and greet by their names directly.

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STANDARD OPERATING PROCEDURE
ROOM DIVISION DEPARTMENT : Front Office JOB TITLE: Reception WHAT TO DO This procedure is to clarify the necessary step of how to successfully resolve a Guest complaint. TASK #: 7.02 TASK: Handling Guest Complaints EQUIPMENT NEEDED: HOW TO DO IT

WHY Guest Expectations Action is taken At once and It will be solved and Followed-up

If a complaint is received about any aspect of our service or facilities, we must do our utmost to resolve the problem. When a guest complains, he/she is offering us an opportunity to correct the problem and in some cases, to take the necessary It must be remembered that what may appear to be a trivial, common, or unreasonable complaint to us is a very real problem and source of dissatisfaction to the guest. With this thought in mind, the following action should be taken when a guest complains. 1. 2. 3.
Always listen carefully to the guest‟s full complaint. Do not interrupt or try to second-guess the guest.

Accept the guest‟s feelings. Be empathetic and courteous. Apologize for the inconvenience caused.
DO NOT ARGUE! Do not try to rationalize the problem. You are in the people‟s service business, and are there to make the guest happy at all times. You will not be doing the hotel any good by trying to

justify our mistakes 4. Clarify the complaint. Determine and inform the guest or ask for his suggestion as to what you are going to do to satisfy the guest, and then take action.
Do not pass the buck by asking the guest to call another person/department. The guest has complained to you and you, as a

5.

representative of the hotel, are Responsible for ensuring that the guest receives satisfaction. 6.
If the guest‟s problem must be solved by another department, call that department yourself and arrange a solution. If you do not feel confident in handing the problem, or if the guest becomes difficult or abusive, call the Duty Manager immediately, UNDER NO CIRCUMSTANCES SHOULD YOU INSUL A GUEST OR LOSES COMPOSURE.

7.

Follow up, if you can solve the problem, address it and fix it immediately. Then inform the guest and/or double check if he is satisfied. If it involves other department double check with the department first, then call the guest to see if he is satisfied Inform the Duty Manager the whole story for him to log down in the logbook

8.

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STANDARD OPERATING PROCEDURE
ROOM DIVISION DEPARTMENT : Front Office JOB TITLE: Reception WHAT TO DO To ensure Room Service is provided to all rooms in a manner that causes the least disturbance to guests To ensure the status of a room is checked regularly so that guests that need help would not be left unattended in the room for a long time TASK #: 7.03 TASK: Do Not Disturb Room EQUIPMENT NEEDED: HOW TO DO IT

WHY Guest Expectatio ns

1) „Do not disturb‟ knob A guest that does not want to be disturbed in his room can choose to put up this knob outside the room. When such a signal is on, all hotel personnel, unless having a precise instruction form the guest, is strictly prohibited room knocking on the door or getting access to the room. 2) Handling by Housekeeping staff Floor Housekeeping staff keeps a record of the provision of service to rooms daily. When service is not provided to a particular room by 14:00 hours due to a continuous signal of the DO NOT DISTURB hanger, Room Attendant should notify the Floor Supervisor. Floor Supervisor should check if there is any prior special instruction given concerning the room. If not, Assistant Manager should be informed to follow- up. 3) Handling by Assistant Manager Assistant manager will call up the room to inquire tactfully the well being of the guest and if he needs any service to the room. Instruction of such should be passed to housekeeping subsequently for follow- up. If there is no answer to the call. Assistant manager is to make decision of going into the room together with security officer to make investigation or to make any other action.

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STANDARD OPERATING PROCEDURE
ROOM DIVISION DEPARTMENT : Front Office JOB TITLE: Reception WHAT TO DO To ensure that all inspects of guest room are up to standard prior to guest’s arrival TASK #: 7.04 TASK: Guest Room Inspection EQUIPMENT NEEDED: HOW TO DO IT

WHY

10. If possible, all guest rooms should be checked before guest‟s Guest arrival. Expectatio ns 11. In case of VIP, the pre-assigned room should be checked at least one hour prior to guest‟s arrival. 12. Make use of the Room Inspection Report so that all parts of the room can be inspected carefully 13. As soon as any defects are found, Housekeeping will be informed and given an inspection report to rectify the defects. 14. If the defects cannot be rectified in a short period of time, Reception will be informed to block another room for VIP 15. While checking the room, Assistant Manager will make sure that all pre-assigned amenities will be placed inside the guest room before the arrival for the guest.

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STANDARD OPERATING PROCEDURE
ROOM DIVISION DEPARTMENT : Front Office JOB TITLE: Reception WHAT TO DO TASK #: 7.05 TASK: Room Change Without Presence Of Guest EQUIPMENT NEEDED: HOW TO DO IT WHY Guest Expectatio ns

4) To ensure guest All room change with presence of the guest must be done only belongings When the guest requests it, and a room change notice must be filled being moved to in by the reception another room remain in good 1. The guest must sign the Authorization Form to authorize hotel to condition. move the luggage without his/her presence. 5) To minimize the 2. The valuables are requested to keep in the safe deposit box at front possibility of a desk, the breakables must be claimed on the Authorization Form liability that and properly packed by guest. might arise from the room 3. Before conducting room change, guest should be reminded to pack change without all of his belongings and there should not be nay-loose items or the presence of valuables in his room. the guest. 4. Room change must be conducted in presence of Assistant Manager, Security Officer and a Bell Boy. 5. Assistant Manager and the Bell Boy must make sure that all guest belongings are moved to another room with care and that there is nothing left behind. 6. Housekeeping, Laundry, Operator and Front Office Cashier will be informed after the room change is completed.

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STANDARD OPERATING PROCEDURE
ROOM DIVISION DEPARTMENT : Front Office JOB TITLE: Reception WHAT TO DO TASK #: 7.06 TASK: Double Lock Room EQUIPMENT NEEDED: HOW TO DO IT

WHY

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3) To prevent 1. Rooms can only be double locked under the following situations: unauthorized personnel from a) Valuable found inside the guest room gaining access to b) Guest goes out of town guest rooms and c) High balance guest to secure d) Force departure valuables left by e) Death guest in rooms. f) Required by management 4) To ensure safety 2. of guest‟s belongings when he goes out of town for a period 3. of time. 4. When a room is needed to be double locked, Assistant Manager, Security Officer and floor supervisor should be present as Witnesses Door lock should be tested by Assistant manager to ensure the room is double locked properly. Assistant Manager will leave a message to the guest explaining why he/she has to double lock his room unless the guest himself requests it If guest is out of town, his room should be double locked after the room attendant cleans it. Out of town form should be filled by the guest.

Guest Expectatio ns

5)

6) In cases of death, assistant manager will ensure that everything will remain untouched inside the room. The room will be double locked by the assistant manager before the police arrive for investigation

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STANDARD OPERATING PROCEDURE
ROOM DIVISION DEPARTMENT : Front Office JOB TITLE: Reception WHAT TO DO TASK #: 7.07 TASK: House Use Guest Rooms EQUIPMENT NEEDED: HOW TO DO IT

WHY

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Hotel guest rooms used by hotel staff on special occasions such as typhoon stand – by for delayed flight or large conventions or any other valid reasons are termed “House – use Accommodation”. Prior approval should be obtained from the General Manager.

Requests for House – use rooms from department of the hotel 1. Department Heads or their assistants should fill out a “House- use Accommodation Form‟ for the approval of the General manager or the executive assistant manager. 2. The name and number of persons occupying the rooms, length of stay requested, the date and the reasons for staying in –house should be clearly put down on the form. 3. After the request has been approved, the reception desk will block off the number of rooms required for the hotel staff. Key Issuing Room keys for “house –use” rooms should only be issued from reception desk to department head or designated staff concerned, who will be responsible for distribution.

Guest Expectatio ns

Key Returning The following day before 09:00 hours, the department head concerned or his delegate should return all keys to reception desk in personal and inform cashier for check out. Reception Desk should then inform the housekeeping department to clean up the room.

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STANDARD OPERATING PROCEDURE
ROOM DIVISION DEPARTMENT : Front Office JOB TITLE: Reception TASK #: 7.08 TASK: Slept Out Room EQUIPMENT NEEDED:

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WHAT TO DO To check if the guest will continue his stay in the hotel or he has been away from the hotel for some reason.

HOW TO DO IT

WHY Guest Expectatio ns

1. The Assistant Manager will check the discrepancy report everyday in which slept out room is indicated. 2. The Assistant manager will conduct a physical check of the concerned room with a security officer to see if the guest‟s luggage is still in the room. 3. The Assistant Manager will also check the guest‟s bills to see if he has an outstanding balance unsettled. Meanwhile, RC and correspondence should also 4. Reception and bell service will be enquired if the guest has mentioned that he will be out of town or if he has an outgoing luggage record. 5. The Assistant Manager will also contact the booking source about the situation of the slept out guest 6. Depending on the situation, the Assistant Manager may double lock the concerned room and leave a message to the guest asking him to contact the Assistant Manager when he comes back. 7. Housekeeping and reception will be kept informed of the progress of investigation.

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STANDARD OPERATING PROCEDURE
ROOM DIVISION DEPARTMENT : Front Office JOB TITLE: Reception WHAT TO DO TASK #: 7.09 TASK: Cashiers Remittance Procedure EQUIPMENT NEEDED: HOW TO DO IT

WHY

Oriental Hospitality Consultants – OrientalHospitality.com To establish guideline for the submission of cash collection by all cashiers.

1) At the end of each shift Hotel Cashiers, or any other employee Guest handling cash will prepare and complete a Cashier Remittance Slip Expectati and enclose it together with the cash receipts in a plastic envelope ons and drops it into a drop Safe. 2) A drop Safe equipped with key lock is available at the Front Office Desk to safeguard the cash receipts. 3) The General Cashier will maintain one key for the drop box while the Financial Controller or his Assistant will keep the other. 4) The details of the envelope will be entered in the Drop Safe Log Book Summary which will be maintained at the Front Office Desk with the following headlines
3.1 DATE/OUTLET/CASHIER’S NAME/SIGNATURE/AMOUNT/WITESS/INITIALS

5) The Cash Remittance plastic envelope should be handed to the Front office Cashier person on duty, who will compare the entry in the Log Book Summary with the envelope details, initial the entry and drop the envelope in the Drop Safe in view of person remitting the envelope 6) The General Cashier will maintain one key for the drop box while the Financial Controller or his Assistant will keep the other. 7) The details of the envelope will be entered in the Drop Safe Log Book Summary which will be maintained at the Front Office Desk with the following headlines: DATE/OUTLET/CASHIER’S NAME/SIGNATURE/AMOUNT/WITESS/INITIALS 8) The next morning, the General Cashier will open the Drop Safe with an Accounting clerk to witness the withdrawal of the previous day‟s business envelopes. Each envelope withdrawn will be checked against the Log Book Summary, just below the final entry for the day, indicating that all is in order. 9) The deposit summary for the day should then retain on file by the General Cashier for minimum One Year. 3.2 PREPARED BY: Position: Signature: Date: APPROVED BY: Position: Stefan Schmid Signature: Date:

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STANDARD OPERATING PROCEDURE
ROOM DIVISION DEPARTMENT : Front Office TASK #: 7.10 TASK: Unclaimed Cash Deposit Refund

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JOB TITLE: Reception WHAT TO DO To follow a guideline and to standardize the procedure of refund unclaimed cash deposit to guest.

EQUIPMENT NEEDED: HOW TO DO IT

WHY

Guest 10) If guest‟s credit balance was not claimed after the guest checked Expectatio out, the balance would be treated as unclaimed deposit. ns 11) Front desk receptionist should use city ledger to check out the room with unclaimed deposit. 12) After checked out the room, all related correspondences and supporting should be submitted to Finance Department. Front desk receptionist should keep the copy of advance deposit voucher and R.C in Front Desk unclaimed deposit File. 13) If guest come back front desk to claim the deposit on the checkout date, front desk receptionist should retrieve the checked-out room and refund the cash deposit as normal procedure. 14) If guest didn‟t come back on the check-out date, Credit Manager should key in the unclaimed deposit information into system Information Book after the check-out date as below: Guest Name, Co., C/I Date, C/O Date, Unclaimed Amount. 15) If guest come back front desk to claim the deposit after check-out date, front desk receptionist should search the record from unclaimed deposit list, then verified the signature with Front Desk advance deposit copy. The on duty Assistant Manager must be called to witness the refund procedure. 16) Guest should be requested to return the advance deposit voucher, and sign the name on the paid out voucher as normal paid out procedure, and Assistant Manager should sign on the paid out voucher: “ Balance be refund, witnessed by AM_____________”. 17) Cashier dropped as normal procedure, and Assistant Manager delete this unclaimed deposit information in Information Book immediately

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STANDARD OPERATING PROCEDURE
ROOM DIVISION TASK #: 7.11

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DEPARTMENT : Front Office JOB TITLE: Reception WHAT TO DO To ensure the cash shortage and overage are eliminated or minimized

TASK: Cashier Shortage & Overage EQUIPMENT NEEDED: HOW TO DO IT

WHY Guest Expectati ons

1. The cash float of Baht 5000.00 will be provided to Front Office Cashier. 2. The cash float must always be in balance. Revenue Accountant will conduct
random cash counts regularly or other accounting personnel assigned by the Financial Controller.

If your cash float is not in balance, you are required to write a report with satisfactory explanation and appropriate disciplinary actions will be taken 3. If you find that your cash float is out of balance. You are to find your error and to seek assistance from your immediate supervisor if necessary. 4. All cash overage is to be deposited with the General Cashier in a remittance envelope and it is to be taken up as an income of the hotel. 5. . All cash shortage is to be reimbursed by the cashier involved unless approved by Financial Controller 6. Total amount of daily cash will be reconciled with the Daily Revenue Report by Income Auditor 7. Income Auditor will compare the report with actual cash deposited. Daily shortage/overage will be recorded for further action. 8. Cashier shortage/overage report must be submitted monthly to the Financial `Controller for review.

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STANDARD OPERATING PROCEDURE

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ROOM DIVISION DEPARTMENT : Front Office JOB TITLE: Reception WHAT TO DO The objective of this procedure is to set clear guidelines for the placing of rooms either OOO (out of order) or OOS (our of service) in the computer system.

TASK #: 7.12 TASK: OOO / OOS Room s EQUIPMENT NEEDED: HOW TO DO IT

WHY Guest Expectatio ns

1. Placing rooms either OOO or OOS is a shared function of the Front Office and the Housekeeping Departments. 2. The placing of rooms in OOO status, which removes rooms from the hotel inventory, is restricted to the Front Office Manager and the Executive Housekeeper, but it must get approval from General Manager or Resident Manager in advance. 3. The placing of rooms in OOS status, which prevents the room from being assigned by the Front Office, is allowed by the following staff: Front Office Manager Assistant Front Office Manager Assistant Manager/Reception Manager Executive Housekeeper Assistant Housekeepers Housekeeping Office Coordinators 4. When placing rooms in either OOO or OOS status, all fields on the computer screen are to have the required data entered. These fields are as follow: Room Number Lock Room On (date) Sell Room On (date) Status Reasons Remarks Status After Return

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STANDARD OPERATING PROCEDURE

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ROOM DIVISION DEPARTMENT : Front Office JOB TITLE: Reception WHAT TO DO 5.

TASK #: 7.12 TASK: OOO / OO1 Rooms EQUIPMENT NEEDED: HOW TO DO IT

WHY

Reasons for placing a room in OOO or OOS status should Guest always be accurately entered in order to facilitate the later Expectatio checking, inspecting and/or releasing of the room. ns The “status after Rtn” field should always, with no exceptions, be entered as “DI” for dirty. An OOO or OOS room should never be automatically returned with a “CL” clean status. It is the responsibility of the Front Office Manager and the Executive Housekeeper to make sure that a review of all OOO and OOS rooms is part of their respective departments daily operation Any placing of a large number of rooms either OOO or OOS (for example, an entire floor) should be coordinated and communicated between the Front Office and Housekeeper.

6.

7.

8.

9.

All rooms returned from an OOO or OOS status must be inspected by Housekeeping before the room can be updated VC (vacant clean) and released to the Front Office for assignment to guest.

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STANDARD OPERATING PROCEDURE

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ROOM DIVISION DEPARTMENT : Front Office JOB TITLE: Reception WHAT TO DO


TASK #: 8.01 TASK: Paid Outs EQUIPMENT NEEDED: HOW TO DO IT

To make sure that we give the correct amount of money to the guest with the proper signature for hotel records

Check with your supervisor if you can issue the paid-out. Mention the amount, the reason and the name of the guest.

WHY Guest Expectations: To be assisted promptly and efficiently



Kindly inform the guest that we can only give a certain amount on his credit card as well we will be charging him 5% commission on his account.
Check if the guest has enough credit facilities (enough authorization on his credit card or enough cash advance). If not, refer to your supervisor who will take the decision of giving out the money or refusing. Supervisor, take action when necessary; ask for more authorization on credit card, send a message to the guest for cash deposit.



Check If you can issue a paid out


Check the signature on the back up presented to you against the signature of the guest on the Registration Card. If it does not tally, do not hand out the money and advise your supervisor.

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STANDARD OPERATING PROCEDURE
ROOM DIVISION DEPARTMENT : Front Office JOB TITLE: Reception WHAT TO DO TASK #: 8.01 TASK: Paid Outs EQUIPMENT NEEDED: HOW TO DO IT

WHY Guests Expectations:

Go in BILLING by cashier enter the password Enter M to get the MENU screen Enter 4 NEW POSTING.  Use 800 department code for posting the paid out  Enter the amount you like to post in the amount field press yes to confirm it  Enter the voucher number in the reference field press enter to complete the posting
 Write the whole explanation in full in the voucher and get guest to sign.  Supervisors, as per check-in procedure, the signature of all guests staying in the room should appear on the Registration Card. If not, please contact the guest to give a sample of their signature and authorize paid-out accordingly.  Fill in the paid-out slip : Name of the Guest/ Room Number / Date / Reason for Paid Out  If the paid-out is debited directly on a credit card and a commission has been charged, fill in a separate miscellaneous voucher for the commission only.  The required signatures are: On the Paid-Out Slip: THE THIRD PARTY and/or THE GUEST (if present) / YOURSELF (as cashier) / FD MANAGER or ASSISTANT MANAGER On the Miscellaneous Slip: THE GUEST / YOURSELF (as the cashier)  Attach the corresponding back up to the guest‟s copy and file it  If the Front Desk Manager, Assistant Manager or Reception Manager is available, have them countersign the paid out. If not, keep it in your float.  Send paid out to accounts in the cash envelope at the end of your shift. Place the miscellaneous slip in the required spot in reception.

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STANDARD OPERATING PROCEDURE
ROOM DIVISION DEPARTMENT : Front Office JOB TITLE: Reception WHAT TO DO TASK #: 8.01 TASK: Paid Outs EQUIPMENT NEEDED: HOW TO DO IT

WHY

Enter your password here

Enter the department code Enter the quantity

Enter in which window the charges should be posted

Enter the amount Enter room number here

Enter the voucher number

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STANDARD OPERATING PROCEDURE
ROOM DIVISION DEPARTMENT : Front Office JOB TITLE: Reception WHAT TO DO
To make soiled clothing damaged by Hotel‟s staff

TASK #: 8.03 TASK: Soiled To Customer’s Clothing EQUIPMENT NEEDED: HOW TO DO IT

WHY Guest

1)

In case guest‟s garment is damaged in the course of serving by Expectations our staff, the soiled garment needs immediate cleaning 2) The concerned outlet manager should report to the Assistant Manager before said item is delivered to Duty Supervisor of the Laundry Department for appropriate action. 3) Details of the damage garment will be recorded in the laundry Department‟s log Book. No charge voucher will be issued on the damaged items. 4) After guest‟s garment is cleaned, concerned outlet manager will be informed for picking up.

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STANDARD OPERATING PROCEDURE
ROOM DIVISION DEPARTMENT : Front Office JOB TITLE: Reception WHAT TO DO TASK #: 8.04 TASK: Prevent Skippers EQUIPMENT NEEDED: HOW TO DO IT

WHY Guest Expectations

5) To prevent any 1. For those who do not have advance booking and would like to settle their bills by cash should require to pay certain amount as guests who leave deposit to cover their accommodation and incidental charges the hotel with an outstanding 2. For those who pay by credit card, the cashier should get approval balance code from the credit card center as early as possible unsettled. 6) To prevent any 3. If a guest can only pay for one night deposit and is gong to stay long, ask the Room Attendant to pay loss of hotel more attention to the movement of his luggage. revenue. 4. This guest should be contacted on the next day regarding the payment of covering the remaining days of stay. 5. A clear and accurate luggage record should be kept in bell service for reference in case there is any room found vacant. 6. If a room is found vacant with an outstanding balance, the Assistant Manager should first conduct a physical check with a security officer to confirm the room status. 7. He should also, go through the RC, correspondence etc, to check if the guest is a skipper. Sometimes, a detailed telephone bill is useful as phone numbers may be found in it to show with whom the guest has spoken to in case there is no trace of finding out the guest or his company. 8. Pass the case to Credit Manager and follow the instructions from the Management. 9 Make an entry in the log book with copies of RC, correspondence and bills attached.

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STANDARD OPERATING PROCEDURE
ROOM DIVISION DEPARTMENT : Front Office JOB TITLE: Reception WHAT TO DO TASK #: 8.05 TASK: Safe Deposit Box Open Procedure EQUIPMENT NEEDED: HOW TO DO IT

WHY Guest Expectatio ns

To set a procedure 3.2.1 Issuing of Safe Deposit Box of providing the 1. Guest to complete Safe Deposit Application Form including the safe deposit service guest name, room number, departure date and signature. in a secure and 2. Assign an unused box to guest. efficient manner. 3. After guest has deposited his belongings in the box, cashier to place tin
container back into the safe box, lock up and hand over the individual key to he guest. 4. File the completed form in room number order

5. Leave a remind message in system “Check out message”
3.2.2 Guest Accessing Safe Deposit Box

1. Guest to fill the Access Slip including name, room number, signature, and
the safe box key number.

2. Cashier to compare signature of the guest against the specimen on the
Application envelope.

3. Only when every detail is correct, the cashier will unlock the box and
yield the tin container to the guest Guest Terminating The safe Deposit Guest to fill the Access Slip. Cashier to examine and ensure all details are correct before giving the tin container to the guest for him to empty. 6. After the guest has emptied the container, the cashier is to ask the guest to complete the back cover of the Application Envelope, which includes reliability terms. 7. Cashier is to place empty container back to its box and leave the door of the box unlocked and the key on the door. 8. Cancel the message in system “Check Out Message Force Opening the Safe Deposit Box 1. 2. 3. 4. 5. All efforts must be made to locate the lost key before resorting to force opening Declare the cost of force opening to guest. Request the Engineering to break the lock. Request the guest and the Duty Security, Assistant Manager to witness the opening. Guest to sign the back of the Application Envelope and pay the cost of repair 4. 5.

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STANDARD OPERATING PROCEDURE
ROOM DIVISION DEPARTMENT : Front Office JOB TITLE: Reception WHAT TO DO
To make sure that the wake up call is given on time in a professional and personalized manner.
    

TASK #: 9.01 TASK: Wake Up Call EQUIPMENT NEEDED: HOW TO DO IT

WHY Guest Expectations: Efficient and reliable wake-up calls service

Accept the request

Listen carefully and attentively to the guest‟s wake up call request. Take down the request and repeat and re-confirm the time requested to avoid confusion. Ask the guest if they will require a reminder call. Thank the guest by name and wish good evening or good night as appropriate.

Complete a wake up call  Fill in the necessary details on the wake up call request slip and form slip and form; - Name / time requested / room number / date when the request was taken and who took the request/ date for when the call is to be given.  Forward the wake up call sheet to the Operator  Wake up calls should be no later than 5 minutes before or 3 minutes after the requested time  Compare the wake up call form given by the operators to the existing wake up call form available at the desk. Follow up wake up calls
  Make sure not to miss any of the wake up call requests. Call the room of the guest and inform him that this is his wake up call, e.g., “Good morning/ Afternoon/ Evening Mr. X, this is your wake up call. Wish the guest a pleasant day. Be ready and prepared to assist the guest with any additional information if requested.



Write down on the wake up call form the requested time.

Accurate in terms of taking instructions and actual wake-up call

To receive what was requested

 

PREPARED BY:

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Position:

Signature: Date:

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Signature: Date:

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STANDARD OPERATING PROCEDURE
ROOM DIVISION DEPARTMENT : Front Office JOB TITLE: Reception WHAT TO DO
Departure completion should be efficient with individual queues not to exceed 4 guests
      

TASK #: 11.01 TASK: Check Out At The Reception Desk EQUIPMENT NEEDED: HOW TO DO IT WHY Guest Expectations

Acknowledge the guest as soon as he approaches the reception Smile and make eye contact Use the guest‟s name Present the bill Check with the guest

Ask the guest‟s name and confirm the room number once in Fidelio. Use the guests name at least twice during conversation. “Good Morning/ afternoon/ evening Mr X How may I help you?” If you are dealing with another guest, acknowledge guest presence and say “I will be with you shortly, sir” Check if the bill does not contain any unwanted items. Print and present the bill, facing the guest and ask him /her to please check it Be prepared to explain any charges. While the guest checking his account - Verify the method of payment - Check if his luggage is down - Take permission to call room service for the mini bar - Check for customer satisfaction during his/her stay - Check if the guest has booked for transportation. - Check with the guest, if his safe is left open and remind him about his passport and ticket. - Handle immediately all customer-disputed charges, so guest satisfaction can be assured. - Prepare and offer back up bills for the guest and include them with the final folio. - Check the method of payment with the guest, “How will you be settling your bill Mr. X, by credit card or cash?” - Check for outstanding messages and mail. Offer assistance with luggage, departure confirmations, airport taxes and ground transportation.

Account to be accurate

To be treated as a valuable customer

Not to be rushed

To be able to settle the account in a speedy manner

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STANDARD OPERATING PROCEDURE
ROOM DIVISION DEPARTMENT : Front Office JOB TITLE: Reception WHAT TO DO
-

TASK #: 11.01 TASK: Check Out At The Reception Desk EQUIPMENT NEEDED: HOW TO DO IT WHY
Verify the guest‟s luggage has been brought down from the room. If this has not been done, ask the guest how many pieces of luggage does he has and inform the bell man, “ Has somebody picked up your luggage yet Mr X?” Remind the guest if he has anything in the safe deposit box. Check for satisfaction during the stay, make a note of dissatisfaction, resolve the situation, time permitting, inform the guest of follow up action, if situation cannot be resolved upon departure, inform management who should contact the guest within 48 hours. Thank the guest for his/her patronage and invite to return Estimated departure times to be recorded upon arrival. Inform the guest of any special requirements at the airport/ when leaving the country (exit visas etc)

-

-

Thank the guest

-

Procedure for payment by Credit Card



Payment by CC. - If credit card imprint is attached to the registration card, check with the guest “ will you be settling with your xxx card Mr/Mrs x? “ - Charge to guest Credit Card using the authorization that was taken at check-in. - Check with the guest that is it going to be the same CC e.g. “May I charge your visa card that you gave us on check-in Mr. x” - Guest must sign the CC & the bill print out. - Ask the guest if he requires his supporting checks. - Bring balance to the zero in the Fidelio - Attached the CC copy and the invoice and place it in a checkout envelope.

To be able to settle my account in a speedy manner

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STANDARD OPERATING PROCEDURE
ROOM DIVISION TASK #: 11.01 DEPARTMENT : Front Office TASK: Check Out At The Desk JOB TITLE: Reception EQUIPMENT NEEDED: WHAT TO DO HOW TO DO IT Procedure for payment  Payment by cash by cash
Check with the guest that payment will be done by cash - Close the account cash on Fidelio - If deposit paid at the check-in guest might be entitled to cash refund. - Fill out paid out slip “Refund of deposit on check-out” - Get guest‟s signature indicating he/she received the money - One copy is given to the guest - Second copy retained by cashier Payment by voucher or third party (e.g. company) - If guest is staying with T/A voucher she/he should not see the account showing the room rate. - Check the account to city ledger. - If it is company that settling the account  Show the account to the guest  Ask guest to sign Any charge that specified as being paid by 3rd party in the correspondence should be checked-out to the city ledger. The guest will settle any other charges. Attached correspondence vouchers and two copies of invoices together. If any query occurs refer to the signed guest checks. If not found it would be necessary to rebate the charges If the amount is over, correction should be done Difference should be rebated Shift leader on duty should sign the rebate voucher Check that the guest has collected all identification documents from the reception. Bid farewell to the guest and thank him for staying in the hotel and invite him to return,.e.g. “Thank you for staying with us Mr/s. X , we hope to see you again soon”

WHY



Procedure for payment by third party

-

Queuing guests, who appear to be in a hurry, should be offered, “ Express check out”, as appropriate following the procedure involved. (Express check out form available in the key card) Departure completion should be efficient with individual queues not to exceed 4 guests. Take initiative and call for assistance if more than three guests are waiting

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STANDARD OPERATING PROCEDURE
ROOM DIVISION DEPARTMENT : Front Office JOB TITLE: Reception WHAT TO DO
o ensure that foreign currency is converted accurately

TASK #: 11.02 TASK: Express Check Out EQUIPMENT NEEDED: HOW TO DO IT

WHY Guest Expectations

Make sure the guest is staying in house /using an outlet
  If not, exchange cannot be done Two copies are printed  One is the guest‟s copy  The other one is signed by the guest and kept by a receptionist. Ensure the right amount of money is given to the guest

Be very careful when dealing with foreign currency.

Efficient and prompt service



. Make sure travellers checks are counter signed

 

When exchanging travelers check.  Guest must sign the check at the counter  Pre sign checks should not be exchanged. On the reverse side of the check, put the guest details:  Guest room number  Guest passport number  Guest surname

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STANDARD OPERATING PROCEDURE
ROOM DIVISION DEPARTMENT : Front Office JOB TITLE: Reception WHAT TO DO
To limit the liability of the hotel if a cash paying guest leaves the hotel without checking out at the reception desk.


TASK #: 11.03 TASK: Cash Policy EQUIPMENT NEEDED: HOW TO DO IT

WHY Guest Expectations

Cash, traveller‟s checks or foreign currency paying guests must pay a deposit of the entire room rate for each night plus a specified amount for incidentals for each night. If the guest does not have sufficient cash to cover the entire stay contact your supervisor

A friendly prompt and efficient service



Ensure that you understand the details if any payment

Inform the guest about the hotel‟s cash policy

   

After deposit paid print a copy for the guest If there is not sufficient cash for incidentals “Y” is placed to no post field making charges through micros impossible. To be able to run credit check accurately place “O” in the authorization field in Fidelio. Inform all the outlets

Clear and concise information

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STANDARD OPERATING PROCEDURE
ROOM DIVISION DEPARTMENT : Front Office JOB TITLE: Reception WHAT TO DO          TASK #: 11.04 TASK: Check Out Cash Payments EQUIPMENT NEEDED: HOW TO DO IT

WHY Guest Expectations To get a prompt and efficient check-out

Ask the guest‟s name and confirm the room number in FIDELIO Ask the guest if he/she needs his/her luggage to be collected Call the bell desk accordingly Call the room service and check the mini-bar Ask the guest if he consumed from Mini Bar since the previous night Check for customer satisfaction during his/her stay Enter the guest‟s bill in FIDELIO Print an information copy Present the bill, facing the guest and ask him/her to check it. Be prepared to explain any charges. Perform the check out Make sure you take the proper amount from the guest as well the correct cash is taken for settlement. Repeat the amount to the guest you are taking to avoid any disputes Make sure you give the guest the correct change back as well as the copy of the invoice of the bill Keep a copy of the invoice for our references signed by the guest
Forward the information cash bill to the night auditor for future checking Make sure you close the amount in the system in order for us to send the invoices to the Accounts Department

   




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STANDARD OPERATING PROCEDURE
ROOM DIVISION TASK #: D 5.4 DEPARTMENT : Housekeeping TASK: Check Out Cash Payments JOB TITLE: All Housekeeping Staff EQUIPMENT NEEDED: WHAT TO DO HOW TO DO IT

WHY

 Take the guest‟s file while the guest is checking his bill  Attach together (and file in the envelope provided):    *Hard copy of the Registration Card *Passport copy *Passport envelope (if applicable)

Enter the amount the guest has paid by cash

 Press „1‟ in FIDELIO to check out the bill as mentioned  Give invoice to guest for future clarification  Keep copy in file for accounts reference

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Date:

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STANDARD OPERATING PROCEDURE
ROOM DIVISION TASK #: DEPARTMENT : Housekeeping TASK: JOB TITLE: All Housekeeping Staff EQUIPMENT NEEDED: WHAT TO DO HOW TO DO IT

WHY

Ent er t he room number

In the First Window: If the amount is positive, it is to be collected from the guest . DO NOT check out on your ID if you are NOT handling cash

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STANDARD OPERATING PROCEDURE
ROOM DIVISION DEPARTMENT : Front Office JOB TITLE: Reception WHAT TO DO TASK #: D 5.4 TASK: Check Out Cash Payment EQUIPMENT NEEDED: HOW TO DO IT

WHY

1-Press “ M” to bring up the menu 2-Select “ Check-Out”

Again select “ Check-Out”

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STANDARD OPERATING PROCEDURE
ROOM DIVISION TASK #: D 5.4 DEPARTMENT : Front Office TASK: Check Out Cash Payment JOB TITLE: Reception EQUIPMENT NEEDED: WHAT TO DO HOW TO DO IT

WHY

Select “ Cash”

Press “ Enter” key and the total amount of the first window will appear automatically

Press “ Enter” key twice to record the posting

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STANDARD OPERATING PROCEDURE
ROOM DIVISION DEPARTMENT : Front Office JOB TITLE: Reception WHAT TO DO TASK #: D 5.4 TASK: Check Out Cash Payment EQUIPMENT NEEDED: HOW TO DO IT

WHY

The balance in the first window should be “ zero”

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Date:

Date: Page 1 of 1

STANDARD OPERATING PROCEDURE
ROOM DIVISION DEPARTMENT : Front Office JOB TITLE: Reception WHAT TO DO TASK #: 11.05 TASK: Due Out / Late Check Out EQUIPMENT NEEDED: HOW TO DO IT

WHY

Charges for late check out in the system

 Print and review reports

Making sure that all the guests are aware of hotel’s check out time and to inform the guest about the late check out charge.

 Print report for “Rooms Still To Depart”  Highlight the late check-outs  Any other room must be called, e.g. “good afternoon Mr/s X, could I have your departure time”  In case of late check-outs - Check the availability - Explain the charges will occur for the late check-out - Call due outs - Until 16:00 no charge - Until 18:00 half day - After 20:00 full day  During high occupancy no late check out  Once late check out offered - Place the time in the system - Agreed late check-out must be posted immediately to guest account  Inform housekeeping so that room will be serviced after the guest‟s check-out

To be advised of the check-out time and any additional charges for late check-out Update the systems

PREPARED BY: Position: Signature:

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Stefan Schmid Signature:

Oriental Hospitality Consultants – OrientalHospitality.com

Date:

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STANDARD OPERATING PROCEDURE
ROOM DIVISION DEPARTMENT : Front Office JOB TITLE: Reception WHAT TO DO TASK #: 11.06 TASK: Check Out Refund EQUIPMENT NEEDED: HOW TO DO IT

WHY

If this amount is negative there is a cash refund to be done

In the Menu Select Check out

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STANDARD OPERATING PROCEDURE
ROOM DIVISION TASK #: 11.06 DEPARTMENT : Housekeeping TASK: Check Out Refund JOB TITLE: All Housekeeping Staff EQUIPMENT NEEDED: WHAT TO DO HOW TO DO IT

WHY

Again select Check out

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STANDARD OPERATING PROCEDURE
ROOM DIVISION DEPARTMENT : Front Office JOB TITLE: Reception WHAT TO DO TASK #: 11.06 TASK: Check Out Refund EQUIPMENT NEEDED: HOW TO DO IT

WHY

Press Enter key and the amount will automatically come up

Enter the Refund voucher number followed by mention Refund

PREPARED BY:

APPROVED BY:

Stefan Schmid

Oriental Hospitality Consultants – OrientalHospitality.com

Position:

Signature: Date:

Position:

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STANDARD OPERATING PROCEDURE
ROOM DIVISION DEPARTMENT : Front Office JOB TITLE: Reception WHAT TO DO
To ensure that the guest bill is settled correctly according to the method of payment

TASK #: 11.07 TASK: Check Out Credit Card EQUIPMENT NEEDED: HOW TO DO IT

WHY Guest Expectations



Perform check-out   

When a guest comes to check out at the desk ask him how he would like to settle the bill if by credit card Repeat the amount to the guest you are taking to avoid any disputes Take the credit card Enter sale in the pos machine of credit card Swipe the credit card in the credit card machine. Enter the amount you would like to take. Press yes to confirm again press yes for receipt to print Make guest to sign the receipt give guest a copy of the invoice with the copy. To make sure you give the guest the credit card slip to sign for accounting records To keep a copy of the invoice as well copy of the signed slip taken from his credit card Forward the credit card slips to the night auditor for further checking
To make sure you close the amount in the system in order for us to send the slips to the bank for payments

To have a prompt and efficient check-out

    

PREPARED BY: Position: Signature:

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Stefan Schmid Signature:

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Date:

Date:

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STANDARD OPERATING PROCEDURE
ROOM DIVISION TASK #: 11.07 DEPARTMENT : Housekeeping TASK: Check Out Credit Card JOB TITLE: All Housekeeping Staff EQUIPMENT NEEDED: WHAT TO DO HOW TO DO IT

WHY

Enter the room number

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Position:

Signature: Date:

Position:

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STANDARD OPERATING PROCEDURE
ROOM DIVISION DEPARTMENT : Front Office JOB TITLE: Reception WHAT TO DO TASK #: 11.07 TASK: Check Out Credit Card EQUIPMENT NEEDED: HOW TO DO IT

WHY

The total amount to be settled by guest will come positive in the first window

Press M to bring up the menu Select 2 for print out of bill

APPROVED BY:

Stefan Schmid

Oriental Hospitality Consultants – OrientalHospitality.com

Position:

Signature: Date:

Position:

Signature: Date:

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STANDARD OPERATING PROCEDURE
ROOM DIVISION DEPARTMENT : Front Office JOB TITLE: Reception WHAT TO DO TASK #: 11.07 TASK: Check Out Credit Card EQUIPMENT NEEDED: HOW TO DO IT

WHY

Select the type of credit card presented by the guest for settlement

Press the Enter key and the total amount of the selected window will come up automatically

Enter the credit card number

Enter the card expiry date

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Oriental Hospitality Consultants – OrientalHospitality.com

Position:

Signature: Date:

Position:

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STANDARD OPERATING PROCEDURE
ROOM DIVISION DEPARTMENT : Front Office JOB TITLE: Reception WHAT TO DO TASK #: 11.07 TASK: Check Out Credit Card EQUIPMENT NEEDED: HOW TO DO IT

WHY

The balance in the first window should be zero

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Stefan Schmid Signature:

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STANDARD OPERATING PROCEDURE
ROOM DIVISION TASK #: 11.08 DEPARTMENT : Front Office TASK: Check Out City Ledger JOB TITLE: Reception EQUIPMENT NEEDED: WHAT TO DO HOW TO DO IT WHY Perform check-out  In the Fidelio system go to billing by cashier Guest Expectations enter your password  
 

Enter the room number by putting zero before the room Enter M to go to the menu field to check out the room
Enter 1 to check out the city ledger bill If no company name linked in Fidelio enter M to go to the menu field again select 9 to go to routine instruction

To have a prompt and efficient check-out



Select the same room number enter again select another name enter again put the company name you want it to be linked to
Route the items you want to link which the company has to pay by marking it with a plus sign as mentioned below Make sure that all back ups are kept in file neatly Attach all bills daily so that you find it easy on the day of check out Make sure that the bills are properly signed by guest in order to send to the company Company covering letter attached with the invoice copy signed by the guest All back ups signed by guest attached to the invoice to be send to accounts to follow up on settlement

     

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STANDARD OPERATING PROCEDURE
ROOM DIVISION TASK #: 11.08 DEPARTMENT : Housekeeping TASK: Check Out City Ledger JOB TITLE: All Housekeeping Staff EQUIPMENT NEEDED: WHAT TO DO HOW TO DO IT

WHY

Enter in room number



Shift the items to a separate window by shifting the cursor to the next window



Enter 1 to check out the room press early departure if he is leaving before 16.00 hrs



Go to the city ledger folio and press enter to check out the amount will automatically appear on the folio press enter to complete the city ledger.

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Signature:

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STANDARD OPERATING PROCEDURE
ROOM DIVISION DEPARTMENT : Front Office JOB TITLE: Reception WHAT TO DO TASK #: 11.08 TASK: Check Out City Ledger EQUIPMENT NEEDED: HOW TO DO IT

WHY

Press M to bring the menu Select 1 to check out

In Window 2 Check that the number of nights and the rate correspond to the back ups

APPROVED BY:

Stefan Schmid

Oriental Hospitality Consultants – OrientalHospitality.com

Position:

Signature: Date:

Position:

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STANDARD OPERATING PROCEDURE
ROOM DIVISION DEPARTMENT : Front Office JOB TITLE: Reception WHAT TO DO TASK #: 11.08 TASK: Check Out City Ledger EQUIPMENT NEEDED: HOW TO DO IT

WHY

Again Select 1 to check out

Select city ledger APPROVED BY: Stefan Schmid

Oriental Hospitality Consultants – OrientalHospitality.com

Position:

Signature: Date:

Position:

Signature: Date: Page 5 of 5

STANDARD OPERATING PROCEDURE
ROOM DIVISION DEPARTMENT : Front Office JOB TITLE: Reception WHAT TO DO TASK #: 11.08 TASK: Check Out City Ledger EQUIPMENT NEEDED: HOW TO DO IT

WHY

Press the Enter key and the total amount of the second window will come up automatically

Then press Enter twice to record the transaction

The balance in the second window should be Zero

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Page 1 of 1

STANDARD OPERATING PROCEDURE
ROOM DIVISION DEPARTMENT : Front Office JOB TITLE: Reception WHAT TO DO
To reduce hotel loss and maintain high service Receptionist

TASK #: 11.09 TASK: Mini Bar Posting EQUIPMENT NEEDED: HOW TO DO IT

WHY Guest Expectations

a. b.
quality.

c. d. e.

Inform HSKP order taker immediately when a guest asks check out at the Front Desk. Record the time, room number and order taker‟s name on the record sheet Exit the billing interface of hotel System. After three minutes, re-enter the billing interface, print out the folio and confirm with the guest, then settle the bill. If any mini bar charges are found in the interface Lost Posting after guest leaving, procedures are as below; -Guest pay by credit card To do late charge on overnight shift duty. -Guest pay by cash To rebate the charges and AM‟s signature is required on the Sheet. -Guest consumption city ledger To do city ledger accordingly.

To have a prompt and efficient check-out

f.

To print out the folio of the interface Lost Post and do late charge accordingly. Housekeeping 1. Order Taker a) Inform the floor attendant guest checkout information after receiving receptionist‟s call immediately b) Record the time, room number and receptionist‟s name Floor Attendant a) To check mini bar immediately after receiving order taker‟s Call. b) To post the mini consumption through the in-room phone set correctly within three minutes, so the charge will be shown on the guest folio. If the charge is posted over three minutes and the receptionist did checkout in system, then it will be shown on the interface Lost Posting automatically. For guest who stay in the hotel over one night: c) HSKP order taker will post the mini bar consumption per day d) The procedure should be as same as the above

PREPARED BY: Position: Signature:

when guest check out at Front Desk APPROVED BY: Position:

Stefan Schmid Signature:

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STANDARD OPERATING PROCEDURE
ROOM DIVISION DEPARTMENT : Front Office JOB TITLE: Reception WHAT TO DO TASK #: C. 10 TASK: Farewell EQUIPMENT NEEDED: HOW TO DO IT

WHY

1. The guest is asked about transportation requirements a day prior departure. 2. The hotel car is promoted in priority. 3. Inform and direct guest to waiting car / transportation. 4. Request luggage receipts. 5. Ask the guest to identify his luggage, “Mr Groom would you please identify your luggage. 6. Place all items carefully in the car. 7. Open the car door, help guest into the car. 8. Assist guest with route / direction instructions to driver. 9. Be aware of traffic conditions and use this information to inform guest and if necessary, suggest best route 10. Take taxi number for future reference. 11. Bid farewell with an appropriate comment, “ Hope to see you again soon, Mr Groom”. 12. Have an umbrella available if required. 13. Ensure no debris or congestion in lobby in front of the hotel. 14. In case of valet parking, ensure that receipt corresponds to guests‟ vehicle.

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STANDARD OPERATING PROCEDURE
ROOM DIVISION DEPARTMENT : Front Office JOB TITLE: Guest Relations WHAT TO DO
To present a professional image of the company

TASK #: 1.1 TASK: Grooming EQUIPMENT NEEDED: HOW TO DO IT

WHY Guests Expectations To meet staff that are well groomed.

Grooming

LADIES  Bath / shower daily.  Hair / must be short and neat hairstyle.  Finger nails short/ clean / well trimmed.  Shoes must be clean and polished at all times.  Heels should not be higher than 2.5 inches  The name badge must be worn at all times on the left hand side.  Socks clear plain black or dark colour for ladies.  ONLY skin colour tights to be worn.  Jewellery: one wedding ring, one discreet watch and one pair of discreet, non dangling, earrings.  Only light make up coordinated with uniform  No excessive perfumes to be used.  Use of deodorant  Mouthwash after a smoke  Uniform freshly pressed, no tears or stains or hanging threads. MEN  Bath / shower daily and when required  Hair / must be short and off the collar.  Shave daily, moustache is well trimmed, above the corner of the mouth.  Finger nails short/ clean / well trimmed.  Plain black shoes are worn, with black socks  Shoes are well polished, not scuffed.  The name badge must be worn at all times on the left hand side.  No jewellery permitted except for wedding ring and discreet watch.  No excessive perfumes to be used.  Use of deodorant  Mouthwash after a smoke  Uniform freshly pressed, no tears or stains or hanging threads.

PREPARED BY:

APPROVED BY:

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Oriental Hospitality Consultants – OrientalHospitality.com

Position:

Signature: Date:

Position:

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STANDARD OPERATING PROCEDURE
ROOM DIVISION DEPARTMENT : Front Office JOB TITLE: Guest Relations WHAT TO DO
To provide efficient service as per the guest’s requirement

TASK #: 1.2 TASK: Airline Ticket Reconfirmation EQUIPMENT NEEDED: HOW TO DO IT WHY Guests Expect:

   

Take a copy of airline ticket or the original if required. Reconfirm with the guest all details. Note down special requests such as seating and meal requirements.

Collect airline ticket form the guest. Re-confirmation of flight details.

Accurate and correct information is taken. Confidence that the staff will take care of the situation.

Check for preferences and alternatives if required. Correct action is taken as per his requirements. Contact no. if the guest is out of the hotel and certain clarification is required. Inform the time required for reconfirmation. Call the airline concerned. Give the necessary details to the airline staff. E.g., advise the reference number if applicable/ flight details / route / any special requirements. Make sure that the airline staff repeats the reconfirmed flight details as stated on the ticket. Take down the file reference (PNR) number. Notify the guest of any changes. Fill out a flight re-confirmation slip, and hand it to the guest together with the airline ticket. Ask the guest to sign the re-confirmation slip upon receipt of airline ticket. Update departure details in Fidelio. File copy of the re-confirmation slip. APPROVED BY: To be notified of any changes. To be notified of any charges.

Call the airline

 

Notify the guest

 

Update departure details

      

PREPARED BY:

Stefan Schmid

Oriental Hospitality Consultants – OrientalHospitality.com

Position:

Signature: Date:

Position:

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STANDARD OPERATING PROCEDURE
ROOM DIVISION DEPARTMENT : Front Office JOB TITLE: Guest Relations WHAT TO DO
To provide efficient service as per the guest’s requirement

TASK #: 1.3 TASK: Airline Ticket Rebooking/Rerouting EQUIPMENT NEEDED: HOW TO DO IT WHY Guests Expect: Accurate and correct information is taken. Confidence that the staff will take care of the situation. Correct action is taken as per his requirements. To be notified of any changes. To be notified of any charges.

Collect airline ticket form the guest.

Re-booking of flight details.

 Confirm which destination he would like to change with the guest.  Note down special requests such as seating and meal requirements.  Check for preferences and alternatives if required.  Contact no. if the guest is out of the hotel and certain clarification is required.  Inform the time required for rebooking.  Call the airline concerned.  Check the availability of the flight required by the guest. If available proceed with the re-booking process.  Give the necessary details to the airline staff. E.g., advise the reference number if applicable/ flight details / route / any special requirements.  Make sure that the airline staff repeats the rebooked flight details as stated by you.  Notify the guest of any changes.  Inform the guest of any taxes that need to be paid.  Fill out a flight rebooking slip, and hand it to the guest together with the airline ticket.  Ask the guest to sign the re-booking slip upon receipt of airline ticket.  If change in dates update departure details, while keeping the guest informed.  Make arrangements for transport.

Be ready to send the ticket to the airline centre if endorsement is required. Advise the guest that he will be charged for taxi fare of his air ticket endorsement / charge from the airline office.

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Stefan Schmid Signature:

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STANDARD OPERATING PROCEDURE
ROOM DIVISION DEPARTMENT : Front Office JOB TITLE: Guest Relations WHAT TO DO
To provide efficient and consistent secretarial service at all times as per the guest’s requirement.

TASK #: 1.4 TASK: Secretarial Service At Business Center EQUIPMENT NEEDED: HOW TO DO IT WHY Guests Expectations

 Be available and ready for guests‟ requests.  Acknowledge guest with smile and eye contact.  Understand and know how to use the equipment available.  Greet “Good morning Mr. XYZ, how are you”.  Listen carefully to the request and offer assistance accordingly.  Suggest alternatives.  Act in a professional and positive manner at all times.  If the job involves the guest to wait, offer tea/ coffee  Inform the guest of the charges involved.  Advise time involved.  Explain the billing procedure. Verify if the guest is resident, check guest convenience on the type of settlement.  Be polite and conversant with the guest. Use guest name at least twice in the conversation.  Always contact other department on the guest behalf.  Show appreciation and invite the guest back.

To be assisted in a friendly and positive manner. To be understood by staff and kept informed. Easy to locate opening hours to suit guests needs. For staff members to be knowledge and able to explain the requirement. Efficient business services will meet their needs when away from the office.

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STANDARD OPERATING PROCEDURE
ROOM DIVISION DEPARTMENT : Front Office JOB TITLE: Guest Relations WHAT TO DO
To provide a warm welcome, escort the guest to the room and give the guest useful information about his stay at the hotel.

TASK #: 1.5 TASK: Welcoming / Escorting Guest On Arrival EQUIPMENT NEEDED: HOW TO DO IT WHY Guests Expectations

 

Know the day‟s expected arrivals. Expected arrival list to have extensive guest information :  History (Likes/ Dislikes / Preferences)  Feedback during previous stays  Room preferences  Special requests Inform other departments about arrangements required.
 No. of visits

Being prepared for arrival.

 

Greet the guest by name upon arrival. Use the guest name at least twice during the conversation.  Direct the guest to the reception for registration    Offer cold towel and welcome drink. Ensure that the luggage is being delivered to the room.

Welcome the guest.

Collect the key from reception and walk the guest to the room.  Converse with the guest on the way to the room if the guest wishes so.  Check for further business that can be passed on to Sales.    Allow the guest to enter or exit the room/elevator before you. Explain how the room key works. Give the guest the following information:  Information on outlets, promotions, etc.  Information on the facilities and services.  While in the room, in-room features and safety aspects.  Ordering for tea/ Coffee, making table reservations in the restaurant if required.  Offer to open/close curtains, pressing, laundry services. Wish the guest a pleasant and enjoyable stay and check if any further assistance is required. If appropriate, check with the guest and hand the DND sign outside the door. Inform the guest where you are placing the room key before you leave the room. Give the guest your name and inform him how you can be contacted for assistance.

Escort guest to the room.

   

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STANDARD OPERATING PROCEDURE
ROOM DIVISION DEPARTMENT : Front Office JOB TITLE: Guest Relations WHAT TO DO
To provide professional and efficient service.

TASK #: 1.6 TASK: Tour Bookings EQUIPMENT NEEDED: HOW TO DO IT

WHY Guests Expectations

    

Explain the different tours available. Establish guest needs and recommend accordingly. Check whether the guest prefers travelling in a group or individually. Inform about prices as per requirements. Take down all relevant details such as:  Date of tour.  Number of people.  packed meal requirements  Method of payment.  special requests . Call the tour company and book the tour Fill the form and obtain the guest signature. Send the booking details to the guest room indicating clearly the important information like pick up time and location, return time and location, etc. Accurate and correct information. A relaxing trip

Give them the brochures of the various four operations. Give the guest a brief idea of the most popular tours.

  



PREPARED BY: Position: Signature:

APPROVED BY: Position:

Stefan Schmid Signature:

Oriental Hospitality Consultants – OrientalHospitality.com

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Date:

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STANDARD OPERATING PROCEDURE
ROOM DIVISION DEPARTMENT : Front Office JOB TITLE: Guest Relations WHAT TO DO
To provide professional and efficient service as per the guest’s requirement

TASK #: 1.7 TASK: Golf Booking EQUIPMENT NEEDED: HOW TO DO IT

WHY Guests Expect:

 

Inform the guest of the availability of golf courses.

To be assist in a friendly and positive manner.

Explain and propose all of the available golf courses. Inform guest of green fees and conditions of play..

Check guest expectations and make suggestions accordingly.  Take all the details from the guest  Preferred Golf courses  Date and time  Number of players  Physically challenged  Transfers  Packed meal requirements  Method of settlement  Handicap       Call the golf office to establish availability. Book timing as requested. Fill in the golf booking form and obtain guest signature. Fax the form to golf office and phone to confirm reception of the fax. Upon receiving confirmation send copy to the guest. Inform guest on conditions of play. File the original golf booking form.

Staff member to be knowledgeable and to provide accurate and correct information.

PREPARED BY:

APPROVED BY:

Stefan Schmid

Oriental Hospitality Consultants – OrientalHospitality.com

Position:

Signature: Date:

Position:

Signature: Date:

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STANDARD OPERATING PROCEDURE
ROOM DIVISION DEPARTMENT : Front Office JOB TITLE: Guest Relations WHAT TO DO
To ensure that the room  and equipment is cleaned and in proper working condition with all the amenities, ready to be occupied.

TASK #: 1.8 TASK: Checking Rooms Prior To Guest Arrival EQUIPMENT NEEDED: HOW TO DO IT WHY Guests Expectations:

Check the room. (Expected Arrivals

Room to be blocked as per:  Guest History (Likes / Dislikes / Preferences)  Feedback during previous stays  Room preferences  Special requests  Upgrades within reason or if the room reserved is not available Ensure all room amenities have been placed. Room to be checked as per the standard room inspection list. Ensure that all in - room amenities and complimentaries are in place. Check if all the additional requests have been complied with. Television is switched on and tuned. Ai rconditioning is working. All light bulbs are working Telephone line and instrument working – fresh If any defects are found while completing the list, inform the relevant department to rectify the problem promptly. Follow up with the department that the fault has been rectified. Check at least 3 rooms a day and maintain records in the log book.

To be given a clean, well-maintained room to meet his need. Room to be well supplied with amenities and impeccably clean. All equipment in the room to function properly.

        

 

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STANDARD OPERATING PROCEDURE
ROOM DIVISION DEPARTMENT : Front Office JOB TITLE: Guest Relations WHAT TO DO    TASK #: 1.8 TASK: Checking Rooms Prior To Guest Arrival EQUIPMENT NEEDED: HOW TO DO IT WHY

Ensure that the room has been made up as per the set standards of cleanliness and hygiene. Check whether all the facilities are functioning, e.g. phones, television, etc. If any defects are found while completing the list, inform the relevant department to rectify the problem promptly. If any major fault has been detected, the room has to be taken under repair. Check with the department if the fault has been rectified.

 

PREPARED BY: Position: Signature: Date:

APPROVED BY: Position:

Stefan Schmid Signature: Date:

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STANDARD OPERATING PROCEDURE
ROOM DIVISION DEPARTMENT : Front Office JOB TITLE: Guest Relations WHAT TO DO
To take messages promptly and efficiently for the guest in a professional and friendly manner

TASK #: 1.9 TASK: Taking Messages EQUIPMENT NEEDED: HOW TO DO IT

WHY Guests Expectations

       

Answer the telephone with in 3 rings. Ascertain that the call is for the current guest and not for the previous guest. Listen carefully to the caller and take the message down. Ensure that the message is taken on the system directly with no spelling errors. Take the name of the caller and contact no. Repeat the message and confirm details. All timings should be as per the 24 hr clock eg 1800. If a parcel / package is received during the absence of the guest, send a message to him to inform him that there is a package at the reception. Message to be legible and accurate. To receive the message promptly, taken prior to arrival.

Take messages for inhouse- guests

Expected Arrivals

 Verify if the guest is expected for the day  Inform the caller of the arrival status.  Put the message in a sealed envelope with the guest name clearly indicated.  Attach the message for the arriving guest with the registration card.  Leave a trace for reception to handover message on arrival. PREPARED BY: APPROVED BY: Stefan Schmid

Oriental Hospitality Consultants – OrientalHospitality.com

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STANDARD OPERATING PROCEDURE
ROOM DIVISION DEPARTMENT : Front Office JOB TITLE: Guest Relations WHAT TO DO
To provide efficient and courteous and prompt service

TASK #: 1.10 TASK: Lost Luggage Complaints EQUIPMENT NEEDED: HOW TO DO IT

WHY

Collect all necessary information and show empathy.

 Check with the guest all the details pertinent to the lost luggage  Airline & flight no.  Photocopy of passport/visa  Ticket & boarding pass  Lost baggage form/ report  Baggage tag  Call lost and found department and inquire about the luggage.  Note down all information including reference no and keep the guest informed.  Assist guest in purchasing necessities until he receives his luggage.  Provide possible toiletries from housekeeping.  Once luggage is located inform the guest.  If the guest wishes the luggage to be delivered to the hotel, do the necessary and inform the guest of eventual costs involved.

Guests Expectations To get assistance in retrieving misplaced luggage

PREPARED BY:

APPROVED BY:

Stefan Schmid

Oriental Hospitality Consultants – OrientalHospitality.com

Position:

Signature: Date:

Position:

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STANDARD OPERATING PROCEDURE
ROOM DIVISION DEPARTMENT : Front Office JOB TITLE: Concierge – All Staff WHAT TO DO
To make sure that the staff are ready and prepared for the shift in order to provide excellent and professional service to the guest

TASK #: C.01 TASK: Preparing For Shift EQUIPMENT NEEDED: HOW TO DO IT

WHY Guest Expectations

     

Organize yourself.

Receive handover from the previous shift. Read the concierge logbook. Print necessary reports (arrivals, traces, departures) Check reports – VIPs in house, events for the day, client follow up requests, guest transportation requests, etc. Check cleanliness of hotel vehicles, availability, breakdown and any damage. Maintain personal hygiene as per grooming standards.

To receive professional service.

Organize your desk and work area.

  

Ensure the desk is neat and tidy. Ensure the desk is well stocked with the required stationary Ensure the trolleys are clean and placed in the porch area.

PREPARED BY:

APPROVED BY:

Stefan Schmid

Oriental Hospitality Consultants – OrientalHospitality.com

Position:

Signature: Date:

Position:

Signature: Date:

Page 1 of 1

STANDARD OPERATING PROCEDURE
ROOM DIVISION DEPARTMENT : Front Office JOB TITLE: Concierge WHAT TO DO TASK #: 3.02 TASK: The Corridor First Impression EQUIPMENT NEEDED: HOW TO DO IT

WHY

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To have an efficient and speedy check in and have a room according to the guest expectation

1. That they are always kept clean with a scent of freshness. 2. A welcoming feeling with a telephone on the elevator landings. 3. That the corridors are well lit, secure and proper. Visible signage. CIM 4. Respect guest‟s privacy by avoiding unnecessary noise ( conversation in corridors, slamming doors a0 5. Ensure spotless condition at all times by disciplining staff members to pick up any item not belonging to the floor. 6. Ensure that corridors are kept clear at all times ( no room service trays, cart against the wall, vacuum cleaner leads etc) 7. Pantry and service doors are kept closed. 8. Ensure that all mobile equipment from housekeeping, maintenance, bell service and room service are cleared as soon as not required any more. Position appropriately when in use. Keep clean and tidy at all times. 9. Do not use guest elevators.

Guest Expectations : To be given an accommodati on consistent with the reservation and/or that meets personal requirements.

PREPARED BY: Position: Signature: Date:

APPROVED BY: Position:

Stefan Schmid Signature: Date: Page 1 of 1

STANDARD OPERATING PROCEDURE
ROOM DIVISION DEPARTMENT : Front Office JOB TITLE: Concierge- Airport Rep WHAT TO DO TASK #: C.03 TASK: Picking Up And Greeting Guests EQUIPMENT NEEDED: HOW TO DO IT

WHY

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To ensure that the guest vehicles are in good working condition, available and on time for guest pick up.

     

Make sure you have your arrivals report. Have the paging board ready with the arriving guest names. Name in block letters and spelled correctly. Be ready at least 10 minutes before the guest arrives. Ensure you are visible so that the guest can recognize and identify you easily.

Guest Expectations
To be received friendly and recognized.

:

Be prepared.

Meeting the guest.

Greet guests warmly by name

Assist guests with baggage

PREPARED BY: Position:

To be Make eye contact with exiting passengers. acknowledged Airport representative will meet the guests and escort them to by name. the limousine.  Greet and welcome the guest by name e.g., “Welcome to Dubai, Positive Mr. X”. If he / she is a repeat guest, greet where appropriate, attitude and “welcome back, Mr. X”. warm smile  Confirm the company name to avoid confusion with passenger from staff. name coincidence.  Introduce yourself and the hotel.  Call for the bus transport / limousine while walking the guest out of the airport.  Take charge of the baggage trolley  Make general conversation about the flight, etc.  The car is ready 15 minutes prior to departure.  Open the back door of the car for the guest, let him sit and ensure the guest is comfortable.  Load the bags in the boot of the car. Tag the bags.  Make polite conversation if the guest wishes (check body language) with the guest and build rapport. E.g., for a first time guest. Current events in the hotel / current events in the country.  Adjust the car seat to ensure that the guest has leg room and is comfortable.  Check for:  Air conditioning levels  Choice of Music  Inform about the magazine, newspaper, maps  Inform about the distance and the time taken to reach the hotel Any other special requirement that needs to be taken care off before arrival APPROVED BY: Stefan Schmid Signature: Date: Position: Signature: Date: Page 1 of 2

STANDARD OPERATING PROCEDURE
ROOM DIVISION DEPARTMENT : Front Office JOB TITLE: Concierge WHAT TO DO TASK #: C. 04 TASK: Service EQUIPMENT NEEDED: HOW TO DO IT

WHY

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1. Be passionate to give service 2. Work area not restricted to desk. VIP guests to be offered plane seat allocations. 3. Reconfirm all flights / travel arrangements. 4. Multi-lingual skills: Local, Chinese, German, English plus that of the main client segment. Three to four languages. 5. Answer the telephone within 3 rings. 6. Smile when picking up the phone. 7. Introduce your department and yourself “Concierge desk, John speaking, how may I help you”? 8. Use the caller‟s name at least twice during the conversation. 9. Offer help and listen attentively. 10. Always handle guest requirements and contact other departments or outside companies‟ on the guest‟ behalf. No guest will be told to call another department. 11. If you are dealing with another guest, acknowledge guest presence, say: I will be with you shortly Mr Groom. 12. Make a note of all dissatisfied guests, resolve the situation, time permitting, inform the guest of your follow-up action. If situation cannot be resolved at the time, inform management who should contact the guest within 48 hours.

PREPARED BY: Position: Signature: Date:

APPROVED BY: Position:

Stefan Schmid Signature: Date:

Page 2 of 2

STANDARD OPERATING PROCEDURE
ROOM DIVISION DEPARTMENT : Front Office JOB TITLE: Concierge WHAT TO DO TASK #: C. 05 TASK: Service EQUIPMENT NEEDED: HOW TO DO IT

WHY

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13. Ensure and promote availability of local information on travel tourism, museums, activities. 14. Hotel food and beverage outlets are promoted. 15. Guests are provided with updated collateral, in good condition. 16. Offer to make a reservation, neatly written confirmation card is provided. 17. Guests are assisted with bookings and reconfirmation of airline tickets and reservation. 18. Free of charge city maps, note pads, envelopes, writing paper, hotel matches are provided. 19. Stamps are available.

PREPARED BY: Position: Signature: Date:

APPROVED BY: Position:

Stefan Schmid Signature: Date:

Page 1 of 1

STANDARD OPERATING PROCEDURE
ROOM DIVISION DEPARTMENT : Front Office JOB TITLE: Concierge – Doorman WHAT TO DO TASK #: C. 05 TASK: Cleanliness At Hotel Entrance EQUIPMENT NEEDED: HOW TO DO IT

WHY

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To maintain a professional and an impeccably clean entrance so that guests get a positive first impression

   

Always be aware of what is happening at the main entrance of the hotel. Always clean the glass door of the entrance from any finger marks and dirt. Ensure no litter around Main door is always kept closed Always make sure that all the lights of the entrance are working. If not working, then inform maintenance to replace the light bulbs. Check hotel flags are in good condition. Make sure that there are no cars parked in the doorways. Make sure that there are no baggage trolleys stored at the entrance.

Guest Expectations To have a positive first impression.
Clean and neat entrance

Check the area.

Anticipate maintenance requirement.

    

Equipment is in good condition and working properly. Feel safe and confident.

PREPARED BY: Position: Signature: Date:

APPROVED BY: Position:

Stefan Schmid Signature: Date:

Page 1 of 1

STANDARD OPERATING PROCEDURE
ROOM DIVISION DEPARTMENT : Front Office JOB TITLE: Concierge – Doorman WHAT TO DO TASK #: C.06 TASK: Guest Arrival At The Hotel EQUIPMENT NEEDED: HOW TO DO IT

WHY

Oriental Hospitality Consultants – OrientalHospitality.com

To be present at the main entrance at all times.

  

Be present at the main hotel entrance at all times. Stand upright without leaning Be aware of surroundings – is someone requires assistance, if there ar cars arriving, if there is debris on the ground, etc Open the car door and welcome the guest warmly, e.g., “Welcome Mr. X delighted to have you with us ” maintain eye contact. Anticipate needs and assist (elderly, children, wheelchair, umbrella, pay taxi) If he is a regular “Welcome back Mr. X. Delighted to have you once again with us”. Assist the guest with baggage, little children, if required. Guide the guest towards the reception desk

Guest Expectations To feel welcomed. To have a positive first impression.

Wait for the guest

 Welcome the guest.  Assist the guest   

Friendly and professional welcome. To be greeted by name and feel valued and recognized. To be immediately offered help with the guest luggage.

PREPARED BY: Position: Signature: Date:

APPROVED BY: Position:

Stefan Schmid Signature: Date:

Page 1 of 1

STANDARD OPERATING PROCEDURE
ROOM DIVISION DEPARTMENT : Front Office JOB TITLE: Concierge - Bellboy TASK #: C. 07 TASK: Luggage Handling / Delivery On Arrival EQUIPMENT NEEDED:

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WHAT TO DO
Luggage is handled safely and delivered to the guest on time.

HOW TO DO IT  Carefully unload the luggage from the car and place it on the trolley within 30 seconds.  Confirm the total number of pieces with the guest. Make sure no luggage has been left in the car and car boot.  Check any baggage that needs to be handled with care.  Check whether all bags need to go to the room or some are to be kept in the left luggage room.  Check with repeat guests whether there is any luggage held in left luggage room.  Never leave luggage unattended.  Luggage trolleys are used when there are more than two pieces of luggage or the luggage is too heavy to handle.  Bell trolleys are used when there are two or more luggage pieces.  Bags should not be taken in through the front door. The luggage door to be used.  All bags need to go through the service/ Luggage lifts. Guest elevators are not to be used for luggage transfer.  Different colour for arrival and departure Luggage tags.  Luggage tags should have a perforated side (Guest section) that have similar details as on the tag that is slipped on to the bag.  All luggage tags need to be serial numbered  Luggage is delivered within 8 minutes of arrival.  Luggage elevators are used for delivery.  Observe manual handling of heavy, large packages.  Store heavy bags at a low level.  Be cautious of sharp items.

WHY Guest Expectations Luggage is safely handled.

Unload the luggage.

Luggage Tags

PREPARED BY: Position: Signature: Date:

APPROVED BY: Position:

Stefan Schmid Signature: Date:

Page 1 of 1

STANDARD OPERATING PROCEDURE
ROOM DIVISION DEPARTMENT : Front Office TASK #: C. 08 TASK: Valet Parking Procedure

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JOB TITLE: Concierge – Valet Parking EQUIPMENT NEEDED: WHAT TO DO HOW TO DO IT
To provide a professional in parking the guest vehicle.

WHY Guest Expectations

  

Greet guest “Good Evening, Sir/ Madam. Welcome to XX Hotel, May I park the car for you‟. Hand over the guest a valet parking slip. Carefully examine the car for any visible marks i.e. dents, damaged light etc. Mention it on the slip attached to the key. Sign on the slip, in the valet parking logbook, with your name for reference. Ensure all windows / doors of the vehicle to be parked are locked. Take note that no valuables are visible while parking the car e.g. mobile phone, jewellery etc. If any valuables are noted in the car, notify the guest, bell captain and the duty Manager. Record the name, type of car, the car number plate and the zone to which the car will be parked. Park the car in the car park. Drive slowly and very carefully. Place the keys in the key rack, which is maintained by zones for easy collection. Clean the windscreen and headlights of the vehicle. Attach a note on the wiper of the car, “With our compliments”. APPROVED BY:

. Greet the guest

To park the car efficiently.

         

Without damage.

Feel secure, safe & confident.

Park the vehicle.

PREPARED BY: Position: Signature: Date:

Stefan Schmid Signature: Date:

Position:

Page 1 of 1

STANDARD OPERATING PROCEDURE
ROOM DIVISION DEPARTMENT : Front Office TASK #: C.09 TASK: Left Luggage Procedures

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JOB TITLE: Concierge - Bellboy WHAT TO DO
To make sure that luggage left by the guest is kept in a safe and secure manner.

EQUIPMENT NEEDED: HOW TO DO IT

WHY Guest Expectations

     

Receive from the guest the number of bags to be stored. Count how many pieces in total. Record the room number the names of the guest and time. Place the left luggage tag on the bag. Hand over a guest claim check to the guest. Log all the details of the bags to be stored in the luggage storage logbook. Ensure that the serial number is mentioned. Ensure that a disclaimer of „no obligation‟ form signed is by the guest. All bags, that are held by the Bell desk, need to be locked. Inform the guest the necessity of the counterfoil for baggage claim. Check for the duration for which the bags are to be held by the bell desk. Take the luggage to the left luggage storeroom.

. Tagging procedure.

Luggage to be kept in safe place and secure. No theft and damage. Feel confident.

    

PREPARED BY: Position: Signature: Date:

APPROVED BY: Position:

Stefan Schmid Signature: Date:

Page 1 of 1

STANDARD OPERATING PROCEDURE
ROOM DIVISION TASK #: C. 10

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DEPARTMENT : Front Office JOB TITLE: Concierge WHAT TO DO

TASK: Ambassador, Personal Assistant EQUIPMENT NEEDED: HOW TO DO IT

WHY

1. Ambassador to be available during normal office hours. 2. All duties to be performed with courtesy, accuracy and integrity. 3. Show tact and be discreet when handling sensitive situations.( Privacy, Security, Confidentiality ) 4. Be obliging and courteous, never familiar with guest. 5. Ensure staff has full knowledge of duties and responsibilities. 6. Ensure adequate business service are provided according to expectations. 7. Always deliver immaculate service, no compromises. 8. Ensure all business equipment whether internal or external is in good condition.. 9. Meet and greet guests with refined courtesy during the guest ”Interaction Cycle”. 10. Establish guest name and use it at least twice during conversation.

PREPARED BY: Position: Signature: Date:

APPROVED BY: Position:

Stefan Schmid Signature: Date: Page 1 of 1

STANDARD OPERATING PROCEDURE
ROOM DIVISION DEPARTMENT : Front Office TASK #: C.11 TASK: Follow Up Wake Up Call

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JOB TITLE: Concierge WHAT TO DO
To make sure that the guest receives a timely wake up call.

EQUIPMENT NEEDED: HOW TO DO IT

WHY Guest Expectations Wake up call given on time.

Get relevant information.

 Get the following information. - Name of the guest. - Room number - Exact time of the wake up call. - Check for tea/coffee - Inform other areas of the wake-up call so that the guest is not disturbed if required

To be assisted  The 24 hr. clock needs to be observed while recording the time in a for the WUC. professional  Double-check the information so as not to make a mistake. and friendly manner.  Announce the wake up call ,“Good morning, Mr. X, this is your 7 o‟clock wake up call” (use appropriate WUC time.) Feel confident and secure.  If the guest needs to be physically woken up, Duty Manager along with a Security personnel to knock on the guest room. Give the wake up call.  Knock on the guest room door by using the standard, e.g., “Good morning, Mr. X, this is your 7 o‟clock wake up call” (use appropriate WUC time.)  Keep knocking on the door till you get a response from the guest.  After 3 attempts use the master key card to open the door along with the Duty Manager.  Physically wake the guest up if he is still asleep, in a professional manner (slightly tap on his shoulder).  If the guest is a female, make sure you take along with you a female guest relations officer.  Once the guest is awake say “This is your wake up call, Mr. XYZ.”  Thank the guest and leave the room “Thank you, Mr. X, have a nice day.” APPROVED BY: Stefan Schmid Signature: Date: Position: Signature: Date: Page 1 of 1

No response to WUC on the phone

PREPARED BY: Position:

STANDARD OPERATING PROCEDURE
ROOM DIVISION DEPARTMENT : Front Office TASK #: C.12 TASK: Guest Paging

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JOB TITLE: Concierge - Bellboy WHAT TO DO . Page for the guest.           

EQUIPMENT NEEDED: HOW TO DO IT

WHY

Have the guest surname clearly written in block Guest Expectations letters on the paging board. The name of the guest is spelled correctly. To receive the messages or person in a prompt & Check on the computer if guest has left his efficient manner. location. To be able to identify Check for easy clues to identify the guest. guests in public areas without attracting It the guest has left his location contact the guest. attention Page for the guest in all public areas Upon locating the guest pass on the message. If guest is not found, leave message in the guest room as per message standards. A quality board is to be used. A chord less telephone or mobile phone is given. If the message is distressing, the duty manager will handle the situation.

PREPARED BY: Position: Signature: Date:

APPROVED BY: Position:

Stefan Schmid Signature: Date:

Page 1 of 1

STANDARD OPERATING PROCEDURE
ROOM DIVISION DEPARTMENT : Front Office JOB TITLE: Concierge - Bellboy TASK #: C.13 TASK: Delivering Messages Or Faxes To The Room EQUIPMENT NEEDED:

Oriental Hospitality Consultants – OrientalHospitality.com

WHAT TO DO
To deliver messages within 15 minutes of receipt to the guest, with a professional and friendly attitude

HOW TO DO IT                    Collect the message from the Reception. Check the guest name and room number for accuracy before delivering. Messages should be placed in a sealed envelope with guest‟s full name surname and the room number clearly indicated. Incoming message left by person on phone/ in person. No message will be taken unless the person is confirmed as an inhouse guest or guest with a confirmed reservation Put down message along with the caller‟s name, contact phone no. Initial and time- stamp the message Routine checks will be carried out to clear the message boxes. Message delivery should be logged. Message should be delivered within 15 minutes of receipt. Messages should always be delivered on a sliver tray. If the guest is not present in the room, the envelope should be placed visibly on the bed. Messages should never be slipped under the guest room door. Any messages or faxes which are indicated as urgent, are delivered to the room within 5 minutes of receipt. Guests who advised their location should be paged. Message of a distressing nature or an emergency e.g., death / hospitalisation, should be handled by the Duty Manager. If the guest is present in the room, greet the guest and say why you are there –“Good Afternoon, Mr. X, here is a message for you“. If there is a parcel / package, during the guest‟s absence from the room, place a parcel note on the guest bed informing him that the parcel is being held at the Concierge. For future arrival guests: Information clerk will carry out daily check on the message box to ensure that all messages will be delivered to the arrival guest without delay. Message for no – show guest Overnight clerk is responsible for double checking the outstanding messages with the computer to confirm that the guest is no show. Morning shift clerk will then inform the caller of the undelivered messages. APPROVED BY: Signature: Date: Position:

WHY Guest Expectations

Receive the right message in an efficient manner without errors.

Collect the message.

Message to be legible and accurate. Prompt and efficient delivery.

Deliver message to the room.



PREPARED BY: Position:

Stefan Schmid Signature: Date:

Page 1 of 2

STANDARD OPERATING PROCEDURE
ROOM DIVISION TASK #: C. 14

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DEPARTMENT : Front Office JOB TITLE: Concierge – Valet Parking WHAT TO DO
To ensure that cars/buses are impeccably clean and well maintained

TASK: Maintenance Cars / Buses EQUIPMENT NEEDED: HOW TO DO IT

WHY Guest Expectations

    

Check the cars / buses, ensure they are free from scratches and always clean and tidy from inside as well as outside. If not, have it cleaned (car wash) No water marks on the windscreen and windows Interiors to be vacuumed Pleasant odour within the car Check the tyres of the cars / buses to ensure that spare tyres and mechanical tools are available in the car booth. Start the engine to ensure that it is working properly. Look at the display screen in front of the driver‟s seat to check if there is a sufficient amount of oil, water and gasoline. Check the indicators, headlights and AC control. Ensure they are all functional.

Cars and buses are clean and tidy.

Check the condition of the car, bus, limousine.

  

.   

   PREPARED BY: Position:

Safe and Check the mirrors and adjust them secure. Ensure that the following are in place  Deodorizer bottle  One popular local English Newspaper  One business magazine  Local guide and map  Guest comment card  Embarkation forms  Two bottles of Mineral Water  Facial Tissues  Choice of Music See to it that the car registration form is available in the glove compartment. Drivers driving license available at all times. Ensure that the mobile phone is available and charged at all times, for your use and guest‟s use whenever required.. APPROVED BY: Stefan Schmid Position: Signature: Date: Page 2 of 2

Signature: Date:

STANDARD OPERATING PROCEDURE
ROOM DIVISION DEPARTMENT : Front Office TASK #: C. 14 TASK: Maintaining Cars / Buses

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JOB TITLE: Concierge – Valet Parking EQUIPMENT NEEDED: WHAT TO DO HOW TO DO IT .
To ensure that cars/buses are impeccably clean and well maintained

WHY Guest Expectations

Politely advise our guests who are smoking, that our cars / buses are non smoking vehicles  Park the limousine in the front of the main entrance.  Ensure that it is correctly parked and does not obstruct other vehicles  Regular check for servicing of cars need to be carried out  Oil change.  Filter change.  Checking of battery water level.  Grease.  Break fuel and pad.  Tires.  Water for radiator and windshield cleaning.

Parking the cars/ buses.

Servicing the car/ buses.

PREPARED BY: Position: Signature: Date:

APPROVED BY: Position:

Stefan Schmid Signature: Date:

Page 1 of 2

STANDARD OPERATING PROCEDURE
ROOM DIVISION TASK #: C. 15

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DEPARTMENT : Front Office JOB TITLE: Concierge WHAT TO DO

TASK: Departure, Transport - Luggage EQUIPMENT NEEDED: HOW TO DO IT

WHY

1. Answer the telephone within 3 rings 2. Smile when picking up the phone. The caller will hear it in your voice. Be pleased to deal with this call. 3. Identify the department and greet the guest and offer service. 4. Use caller‟s name at least twice during conversation. 5. Offer your help and listen attentively. 6. Ascertain guests needs in preparation for departure: The amount of pieces to be collected. 7. The estimated departure time. 8. If luggage storage is required. 9. If any assistance with transport is required. 10. Identify needs and propose solutions, eg, I can organise a taxi to take you to the airport Mr.Groom. The taxi fair is approximately 7 US$. 11. Inform the guest how long before his request can be satisfied. It should never take longer than 15 minutes. I can sent the porter to your room right away and the taxi can be available in 5 minutes. You may leave your luggage in the room.

PREPARED BY: Position: Signature: Date:

APPROVED BY: Position:

Stefan Schmid Signature: Date:

Page 2 of 2

STANDARD OPERATING PROCEDURE

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ROOM DIVISION DEPARTMENT : Front Office JOB TITLE: Concierge WHAT TO DO

TASK #: C. 15 TASK: Departure, Transport - Luggage EQUIPMENT NEEDED: HOW TO DO IT

WHY

18. Inform cashier of anticipated departure so that guest account can be prepared in advance. 19. Observe manual handling of heavy, large package guidelines. 20. Store heavy bags at low level. Be cautious of sharp items. 21. Ask transport requirement the day prior to departure or during registration process. Hotel car to be promoted in priority. 22. Hotel representative at the airport to assist guest with luggage handling, flight reconfirmation and customs clearance as required. 23. A hotel representative accompanies VIP groups from the hotel to the airport.

PREPARED BY: Position: Signature: Date:

APPROVED BY: Position:

Stefan Schmid Signature: Date: Page 1 of 2

STANDARD OPERATING PROCEDURE
ROOM DIVISION DEPARTMENT : Front Office TASK #: C.16 TASK: Luggage Handling On Departure

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JOB TITLE: WHAT TO DO
To have an efficient and speedy check in and have a room according to the guest expectation

Concierge

EQUIPMENT NEEDED: HOW TO DO IT

WHY

1. Bellman is in clean uniform, well pressed, no tears or stains, name badge is worn, well groomed. 2. Knock on the door using your index finger, or ring the doorbell once. Wait 15 seconds before knocking a second time. Identify yourself “bell service”. 3. When the guest is present, greet the guest warmly by name; ask guest if he enjoyed his / stay. 4. Ask the guest if it is convenient to remove his / her luggage. 5. Confirm with the guest if you can check his room for possible forgotten items. 6. Kindly remind to empty his safety deposit box. 7. Remind guest to lock seal all items before leaving room. 8. Inform guest of limited hotel liability regarding loss and damage if they insist you collect non-secured valuable items e.g. laptop, cameras etc. 9. Ask if they have any other requirements . 10 Present guest with luggage, departure or storage receipts. 11.Inform the guest where there will be able to collect stored items. 13 When the guest is absent: If fragile items present take extra care 14. Double check and record amount of pieces collected. 15. Inform guest immediately, if in room safe door is found locked. 16. Use service lift when appropriate.

Guest Expectatio ns: To be given an accommoda tion consistent with the reservation and/or that meets personal requirement s.

PREPARED BY: Position: Signature: Date:

APPROVED BY: Position:

Stefan Schmid Signature: Date: Page 1 of 2

STANDARD OPERATING PROCEDURE
ROOM DIVISION DEPARTMENT : Front Office TASK #: C.17 TASK: Luggage Handling On Departure

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JOB TITLE: Concierge – All Staff WHAT TO DO

EQUIPMENT NEEDED: HOW TO DO IT

WHY Guest Expectations

17. Place baggage within secure holding area and properly labeled. 18. Hang clothes, fragile items in a protected environment free of dust and potential spillage or damage. 19. Luggage tags are provided for all items stored and must specify the hotel‟s policy and limits of liability. 20. Wrapping, packaging, binding facilities and materials available. 21. Protective individual storage cabinets for fragile items. 22. Lockable individual storage cabinets for fragile items. 23. Observe manual handling heavy, large package guidelines. 24. Store heavy bags at low level. Be cautious of sharp items

To receive professional service.

PREPARED BY: Position: Signature: Date:

APPROVED BY: Position:

Stefan Schmid Signature: Date:

Page 1 of 1

STANDARD OPERATING PROCEDURE
ROOM DIVISION DEPARTMENT : Front Office JOB TITLE: Concierge – Valet Driver TASK #: C. 17 TASK: Driving Guests To The Airport EQUIPMENT NEEDED:

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WHAT TO DO
To drive guests to the airport safely and in time.

HOW TO DO IT     Make sure that the car/bus is ready at the hotel entrance. Anticipate any changes or delays. Use the proper trolley to take the luggage to the car. Check with the guest whether all the bags are to be loaded or if there are any bags to be left behind. Place all luggage in the boot of the car making sure none are left behind. Confirm the number of pieces with the guest. Never leave the luggage unattended. Wish the guest a pleasant flight and a safe journey. Check with the guest about the stay Ask politely which airline the guest will be flying. Engage in polite conversation if the guest wishes. When at the airport departure area, open the car / bus door for the guest and assist him out. Carefully unload the luggage from the car / bus and place them on the trolley. Confirm the total number of pieces with the guest. Make sure no luggage has been left in the car / bus. Thank the guest and wish him a pleasant journey e.g., “Thank you for staying with us, Mr. XYZ, we hope to see you again soon, have a pleasant journey”. APPROVED BY: Signature: Date: Position: Stefan Schmid Signature: Date:

WHY Guest Expectations

Be available and ready.

Loading of luggage.

       

Provide assistance and information for transport and luggage clearance.

All luggage pieces are loaded safely and carefully.

Provide information and assistance.

To be taken care of

Drive the guest to the airport.

  

PREPARED BY: Position:

Page 1 of 1

STANDARD OPERATING PROCEDURE
ROOM DIVISION DEPARTMENT : Front Office TASK #: 1.01 TASK: Handling Outgoing Calls

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JOB TITLE: Telephone Operator WHAT TO DO
To provide professional service for all outgoing calls

EQUIPMENT NEEDED: HOW TO DO IT

WHY Guests Expectations: Assistance and information Prompt and friendly service To be understood clearly



Get all the correct details Direct dialing

Listen to the guest and get the relevant information  Telephone number  Place  Name to be contacted  Repeat the information  Inform the guest about the cost of the call as per the local billing instructions.  If the number is busy check with the guest for an alternate number or inform the guest that the number would be tried later.
 Inform the guest about the direct dialing facility in the room.

Book the call

 

Call the local telephone exchange Advise the exchange operator that you are booking a collect call  Advise the guest about his call when connected by the exchange operator  e.g; “Mr. XYZ, your call is online, thank you.”  

Get the right outcome Feel secure and confident

Charge the call to the guest

Call charges are as per hotel policy. When the call is connected raise a voucher and post it in Fidelio  Charge to guest folio as per telephone charges.

To receive honest and fair service To be valued as a guest

PREPARED BY: Position: Signature: Date:

APPROVED BY: Position:

Stefan Schmid Signature: Date: Page 1 of 1

STANDARD OPERATING PROCEDURE
ROOM DIVISION DEPARTMENT : Front Office TASK #: 1.02 TASK: Activities Before Starting A Shift

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JOB TITLE: Telephone Operator WHAT TO DO
To be ready before the shift

EQUIPMENT NEEDED: HOW TO DO IT

WHY Guests Expectations

Be prepared for the shift

 

Sign the attendance and read the logbooks Organize your desk  Folder with emergency procedure, brochures messages, envelopes, information calls form, etc.  Clean the switchboard, computer and other areas  Arrange your drawers and prepare all necessary fliers Read the notice board and update functions of the day. Check DND, voice mail system, Wake Up Calls and daily WUC request Check lost interface, SMDR, trunk lines and 000 extensions. Check bleep allocation, mobiles and mobile rental file Check the airlines crew list, take guest in - house report by names Be familiar with F&B activities, outlets opening and closing timings and guest whereabouts. Check if all equipment is in proper working order. Check whether the on hold music is playing Check list containing  Single lady traveler  Children  Physically challenged APPROVED BY: Position:

To get proper service And to be understood Perfectly.

        

PREPARED BY: Position:

Stefan Schmid Signature: Date: Page 1 of 1

Signature: Date:

STANDARD OPERATING PROCEDURE
ROOM DIVISION DEPARTMENT : Front Office TASK #: 1.03 TASK: Attending Calls

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JOB TITLE: Telephone Operator WHAT TO DO
To provide a prompt, efficient and professional service for guests over the phone making sure of meeting guests requirements

EQUIPMENT NEEDED: HOW TO DO IT

WHY Guests Expectations To be understood

    

Be familiar with all the features and operation of the switchboard. Make sure that the headsets are properly plugged in and placed on the head with the mouthpiece in front of the mouth before answering a call. Do not take off your headset while you answer a call. Answer the call with a smile and clear voice. Say “ Extension 598, ……Resort, how may I direct your call?” Internal calls are answered using the guest name. For internal calls say, “Operator, X speaking, may I help you, Mr X ?” Listen and respond in an effective manner to customers, both internal and external, consistently. Allow the caller to disconnect the line first. Get the proper information and write it down. Do not interrupt a conversation Use “May I request you to repeat” if unable to understand. Always give priority to an incoming call versus an internal call. When speaking to the guest find out their name. Use the guests name at least twice during the conversation. To clarify the guest name, use the hotel system for help if applicable.

Answer the call within three rings

  

Prompt and efficient response Get assistance & information To be valued and recognized.

Personalize the call          PREPARED BY: Position:

Friendly and professional attitude

Also look for the company/agent to be certain in case of similar names. APPROVED BY: Stefan Schmid Signature: Date: Position: Signature: Date:

Page 1 of 1

STANDARD OPERATING PROCEDURE
ROOM DIVISION TASK #: 1.04

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DEPARTMENT : Front Office TASK: Calls On Hold JOB TITLE: Telephone Operator EQUIPMENT NEEDED: WHAT TO DO HOW TO DO IT  All calls to be answered in person before being To handle calls on hold put on hold.
in an urgent, prompt and efficient manner

WHY Guests Expectations: To have a clear and professional service Get assistance and information



Keep on hold

Guests can be put on hold in the following situations.  If the guest asks for information that you are unable to get instantly.  When you are searching for a guest name/information in Fidelio  If you get more than one call.  Always ask permission before putting a caller on hold  Go back to the guest politely every 20 seconds and explain to him/her what is happening, whether on hold or being transferred. Procedure for keeping guest on hold is as follows.  Ask the guest if he/she is able to hold e.g. “ Are you able to hold while I connect you”  Wait for response and press hold button.  Don‟t keep the guest on hold for more than 20 seconds.  If the guest has to hold for more than a minute, give him/her approximate time he/she would have to hold.  If the guest does not agree to be kept on hold, get his/her name and contact number and call them back.  If extension is busy, check if the caller wants to speak to an another extension.  When going off hold say. “Thank you for waiting”  Always use the “on hold” facility.  Check the quality of on hold music regularly. APPROVED BY:



PREPARED BY: Position: Signature: Date:

Stefan Schmid Signature: Date: Page 1 of 1

Position:

STANDARD OPERATING PROCEDURE
ROOM DIVISION DEPARTMENT : Front Office JOB TITLE: Telephone Operator TASK #: 1.05 TASK: Transferring calls EQUIPMENT NEEDED:

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WHAT TO DO
To transfer calls with precision and in an efficient manner.

HOW TO DO IT  Make sure you are familiar with all the extensions.  Procedure for transferring calls.  Listen to the guests requirements clearly  If the caller wants a hotel guest, get the name and room no / company.  If the caller wants administration, ask for the name of the staff.  Never disclose the room number of any in-house guest. If asked by the caller to connect to a certain room number, request the caller to give you the name of the guest so that you can verify that the name matches the room number requested.  When transferring say “ Connecting you”  When connecting to administration / outlets say “Connecting you to X.X.X.”  Before releasing the line brief the other person with a summary of the guests‟ requests eg. When transferring to Duty Manager/ General Manager.  Do not transfer calls to ladies staying alone  Do not transfer calls to any guests after midnight, inform the caller of the time and ask if he would like to leave a message.  If the call is urgent, ring the guest and ask if they would like to take the call – inform the guest of the name of the caller.  Clarify which services the guest wants before transferring calls. E.g. If caller asked for Reservations then clarify whether room or restaurant reservations. If the caller asks for 227, check if it is extension or room 227.  All calls for single lady travelers to be screened.  All answered transfers should be automatically returned to the switchboard after 60 seconds or 6 rings.

WHY

Guests Expectations:

Transfer the call

To be connected to the right person

 Staff have full knowledge of : - Hotel departments and services - Hotel directory contents - Extensions and telephone system - Emergency numbers and procedures PREPARED BY: APPROVED BY: Position: Signature: Date: Position:

Stefan Schmid Signature: Date: Page 1 of 2

STANDARD OPERATING PROCEDURE
ROOM DIVISION DEPARTMENT : Front Office JOB TITLE: Telephone Operator TASK #: 1.6 TASK: Wake-Up-Calls EQUIPMENT NEEDED:

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WHAT TO DO
To make sure that the wake up call is given on time in a professional and personalized manner

HOW TO DO IT           All wake up calls to be personally given. If automatic system is available then the guest may use it at his/her convenience. Listen carefully and attentively to the guest wake-up call request. Don‟t forget to take down the name and room number of the guest. Repeat and re-confirm the time requested to avoid misunderstamding. Thank the guest by name and wish him a good evening. Use the 24 Hr. clock to avoid confusion on AM/PM. The wake up call should be made no longer than 5 minutes before or 3 minutes after the requested time. Give a reminder call after 5 mins of the wake up call. Check for:  Tea/ Coffee requirements  If guest is checking out whether bills to be kept ready.  Inform other operational departments of the wake up call, so the guest is not disturbed, if applicable. Write down on the wake-up call form the requested time. Check the Fidelio system for the correct name

WHY Guests Expectations: Staff to listen and understand

Accepting the request

Fill out the wake-  up call form  

To receive a personalized and timely call

Fill in the necessary details on the wake-up call form.  Name / time requested / room number / date when the call is to be given Call the reception to hand in all the wake-up calls. PREPARED BY: Position: Signature: Date: APPROVED BY: Position: Stefan Schmid Signature: Date: Page 1 of 2

STANDARD OPERATING PROCEDURE
ROOM DIVISION DEPARTMENT : Front Office TASK #: 1.6 TASK: Wake-Up-Calls

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JOB TITLE: Telephone Operator WHAT TO DO Action when there is no reply 

EQUIPMENT NEEDED: HOW TO DO IT

WHY Guest expect to wake up

Call the room of the guest e.g; Good morning, Mr. X “this is your wake-up call 6 O‟clock. Have a pleasant day” “This is a reminder call to your six O‟clock wake up call, is there anything else we can do for you?” The wake up call should be made in a warm and friendly voice.

 

 

Duty manager along with security personnel should wake the guest. Knock on the guest room door by using the standard “ Good morning, Mr. X, this is your 7 O‟clock wake up call” Knock the door 3 times at regular intervals Use the master key and open the door Physically wake the guest up in a professional manner (Slight tap on the shoulder) A guest relations personnel to accompany if a lady guest has to be woken up. Once the guest is up inform about the wake up call.

    

Check if a reminder call is required

PREPARED BY: Position: Signature: Date:

APPROVED BY: Position:

Stefan Schmid Signature: Date:

Page 1 of 1

STANDARD OPERATING PROCEDURE

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ROOM DIVISION DEPARTMENT : Front Office JOB TITLE: Telephone Operator WHAT TO DO
To ensure that the room is put on DND status when the guest requires

TASK #: 1.7 TASK: No Calls And Confidential Procedure EQUIPMENT NEEDED: HOW TO DO IT WHY Guests Expectations: To have privacy and security To feel secure and safe Not to be disturbed Reset to be able to receive calls again.

Check with the guest if external calls need to be put through  Set the room on DND in the switchboard Go to DND set, enter room number and exit. Record it in the logbook and DND flier. Ensure to enter comments in guest locator (Fidelio Procedure) Do not disclose guest name and room number. Inform reception and concierge regarding confidential guest Go to DND reset enter room number and exit. Make sure to release from the logbook, locator and DND flier. If there are any calls within the DND, offer your services to take a message.

Set the room on DND

       

Reset when the guest requires

Note: Over ride the DND status during emergencies. e.g; Fire/bomb threat/ natural disaster.

PREPARED BY: Position: Signature: Date:

APPROVED BY: Position:

Stefan Schmid Signature: Date:

Page 1 of 1

STANDARD OPERATING PROCEDURE
ROOM DIVISION TASK #: 1.8

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DEPARTMENT : Front Office JOB TITLE: Telephone Operator WHAT TO DO
To provide correct information of the wake up call, pick-up time and departure date.

TASK: Wake-Up-Calls For Airlines & Groups EQUIPMENT NEEDED: HOW TO DO IT WHY Guests Expectations:

      

Check the name of the airline crew in Fidelio. Check the wake up call, pick up time and departure date Acknowledge receipt with time, date and signature from reception and bellboy. Enter the wake up call and pick up time in the wake up call form. Update the records Be aware of the crew movements Any changes in the wake up call / pick up time and departure date.  If there is a delayed wake up call, then slip a message under the door, do not wake the guest and inform about the delayed wake up call.  Inform the Reception, Guest Relations, Concierge and Duty Manager.  Enter in the department logbook.  Enter the new wake up call and pick up time in the wake up call form. Wake up calls to be given to the correct rooms along with the pick up time.

Check the WUC, PICK UP TIME and department date

To receive their WUC on time



PREPARED BY: Position: Signature: Date:

APPROVED BY: Position:

Stefan Schmid Signature: Date:

Page 1 of 1

STANDARD OPERATING PROCEDURE
ROOM DIVISION TASK #: 1.9

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DEPARTMENT : Front Office JOB TITLE: Telephone Operator WHAT TO DO
To provide a vital communication link to business guests Hand over the mobile phone with the SIM card inside to the guest.     

TASK: Mobile Phone Rental Procedure EQUIPMENT NEEDED: HOW TO DO IT WHY Guests Expectations:

Mobile phones rental should be with the Business Centre Mobile rental is available for in house guests only at the business center. Advise the guest of the charges. Ensure that the battery is fully charged when the set is handed over to the guest. Request the guest for a pre authorization of his credit card and attach it to the mobile rental form and fill in the details. Make sure the credit card is valid and is signed by the guest. Take an appropriate authorization amount Enter in the Fidelio system “Traces” and in the department logbook. Make sure to charge the rental charges upon guest check out. Make sure the mobile phone, charger and the SIM card is in when handing over to the guest. Car adaptor will be provided on guest request. When it is returned, check whether the SIM card is in, and the extra battery and the charger is available.

To make / receive calls during their stay

      

PREPARED BY: Position: Signature: Date:

APPROVED BY: Position:

Stefan Schmid Signature: Date:

Page 1 of 1

STANDARD OPERATING PROCEDURE

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ROOM DIVISION DEPARTMENT : Front Office JOB TITLE: Telephone Operator WHAT TO DO
To give professional service during emergency in order to make guests feel safe, secure and confident,

TASK #: 1.10 TASK: Emergency Procedures EQUIPMENT NEEDED: HOW TO DO IT

WHY

   

Be aware of the location of all emergency exits in your work area. Know the location of the fire extinguisher in your area of work. Our dedicated line for emergency is “XX”. When you receive a call regarding a fire or accident;  Record it in the emergency procedure form and inform to relevant people.  Check with Duty manager and inform all department heads. When you receive a call regarding Bomb Threat.  Complete the bomb treat action card and inform the Duty manager immediately.

Guests Expectations: To feel secure, safe and confident To be taken care of

Know the emergency procedures



Implement the Departmental Fire Policy and procedures and hotel bomb procedures

PREPARED BY: Position: Signature: Date:

APPROVED BY: Position:

Stefan Schmid Signature: Date:

Page 1 of 1

STANDARD OPERATING PROCEDURE

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ROOM DIVISION DEPARTMENT : Front Office JOB TITLE: Telephone Operator WHAT TO DO
To provide efficient service in locating guests in order to provide timely information

TASK #: 1.11 TASK: Guest Whereabouts EQUIPMENT NEEDED: HOW TO DO IT

WHY Guests Expectations: To be located when in the hotel. To get assistance and information easily



Get information

Get proper information from guest;  Where he/she is going to be in the hotel  Any DND time periods  Get name and room number  Re-confirm important details  Is the guest expecting a visitor or phone call. Are there specific instructions to deal with.  If guest is out of the hotel any specific forwarding number?

Page for the guest

         

Take the message / call Keep the caller on hold using the standard. Use the paging board to be carried by the Bell Services. The name of the guest is legible, in capital letters, surname is written on the board, spelled correctly. Paging covers all the lobby areas including the lobby bar and entrance of the restaurant Outdoor paging is handled in the same way, covering swimming pool areas, snack bar , etc. Once the guest is contacted transfer the call to the telephone close to the guest. A portable or wireless telephone is used. If the message is of a distressing nature, the duty manager handles this. When connecting the call to the guest say  “Mr. X, on line for you, thank you.” APPROVED BY: Position:

Receive timely information Positive and friendly service attitude

PREPARED BY: Position:

Stefan Schmid Signature: Date: Page 1 of 4

Signature: Date:

STANDARD OPERATING PROCEDURE

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ROOM DIVISION TASK #: 1.12 DEPARTMENT : Housekeeping TASK: Sending, Receiving & Distributing Facsimile JOB TITLE: All Housekeeping Staff EQUIPMENT NEEDED: WHAT TO DO HOW TO DO IT WHY To make sure that To receive prompt and during non-operational quick service hours of the Business  Upon receiving the document/fax message from Center, Operators To receive faxes on time the guest, double check the fax number and handle the Business destination.
Center functions and assist guests.

 

Check for total number of pages to be sent. Check whether urgent/ ordinary transmission. If urgent contact number of the guest for further instructions. Maintain the confidentiality of the fax. Recommend black colour script for better quality receiving at the other end for example, send a photocopy. If necessary select [Features] to display the features mode. Select [Clear All] once to cancel any previous screen programming selections. Select [Fax] Load the documents face up in to the Document Feeder or face down on the documents glass. Using the numeric keypad, enter the fax number.

Check the room number and guest name

 

 Send fax    

PREPARED BY: Position: Signature: Date:

APPROVED BY: Position:

Stefan Schmid Signature: Date:

Page 2 of 4

STANDARD OPERATING PROCEDURE

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ROOM DIVISION DEPARTMENT : Housekeeping JOB TITLE: All Housekeeping Staff WHAT TO DO

TASK #: 1.12 TASK: Sending, Receiving & Distributing Facsimile EQUIPMENT NEEDED: HOW TO DO IT WHY

Sending a Fax  Press [Start]  Wait for the Transmission Report. It contains information about the job and a reduced image of the first page in the set of documents.  Staple confirmation receipt to fax sent. Ensure that it has all the transmission details on it.  Prepare the voucher and post it correctly on the Guest folio. Copy of the voucher to be handed over to the Reception for Guest reference.  Prepare an envelope and insert the document.  Write down the details in the logbook (for reference- in case the guest calls to check if an outgoing fax have been sent.

 Hand it over to the Concierge for delivery in the guestroom. Note also in the logbook the name of the person to whom you handover the message

4 Unsuccessful Transmission could be due to :
    Number given is a Telephone number Incomplete fax number Line keeps on ringing (fax machine not active/installed) If the out going fax is unsuccessful, inform the guest of the reason either by telephone or by writing a message and wait for further instructions. APPROVED BY: Signature: Date: Position: Stefan Schmid Signature: Date: Page 3 of 4

PREPARED BY: Position:

STANDARD OPERATING PROCEDURE

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ROOM DIVISION TASK #: 1.12 DEPARTMENT : Housekeeping TASK: Sending, Receiving & Distributing Facsimile JOB TITLE: All Housekeeping Staff EQUIPMENT NEEDED: WHAT TO DO HOW TO DO IT WHY

Receiving a Fax  Check the name of the guest and room number in Fidelio. Check company/ Agent also.  There could be instances where in the cc marked would correspond to an in-house guest.  Check the total number of pages received.  If the guest in-house.  Place the document in an envelope, write down the name of the guest & room number  Write down the details in the logbook  Hand it over to the Concierge for delivery in the guest room (note in the logbook the name of the person to whom you hand over the message-in case of a lost message we can follow up with the concerned staff.  If the guest is not in-house, check the arrival list or check-out guest list.  If the guest is not in-house but under the list of arriving guest, place the document in an envelope and write the name of the guest, reservation number and date of arrival. Ensure a trace for reception is also kept “ to be handed on arrival”  If the guest is arriving on the same day, hand over the message to the Reception. Ensure trace is kept.



If the guest is schedule to arrive in the following days, hand over the message to the Reservations Department. Ensure trace is kept for reception.  If the guest had already checked out of the hotel, is a no show or reservations cancelled, advise sender on the status and further handling.  If the guest is not in-house, arriving or checked out guest and on the covering page the sender mentions “To be collected locally”, hand over the message to the Reception and make an entry in the fax logbook for easy reference.

PREPARED BY: Position: Signature: Date:

APPROVED BY: Position:

Stefan Schmid Signature: Date:

Page 4 of 4

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STANDARD OPERATING PROCEDURE
ROOM DIVISION DEPARTMENT : Front Office JOB TITLE: Telephone Operator WHAT TO DO 4.1  TASK #: 1.12 TASK: Receiving, Sending & Distributing Facsimile EQUIPMENT NEEDED: HOW TO DO IT WHY

Incomplete number of pages received

When the total number of pages received does not tally/match the number of pages written in the covering sheet/first page of the message.  Inform the guest either by telephone or a written message sent to his room stating the number of pages received  e.g. “Please be advised that we received only 3 pages out of 5 pages written in the covering sheet.  Thank you, Signature

5       6      PREPARED BY: Position:

Distribution of facsimile Place the fax in an envelope with the guest name and room number. Write down in detail in the hand over logbook for delivery. (Name of the guest, room number, time received, time handed over for delivery and the signature) Call the Concierge/Bell desk and hand over for delivery. Ensure that the name of the guest and the room number are written very clearly and correctly in the envelope before handing over for delivery. Ensure that all faxes are delivered promptly, within 15 mins. of receipt. If the guest is not in the room place the fax on the bed, do not slip the envelope under the door. If it is an unsuccessful transmission Continuous tone Number given is a Telephone number Incomplete fax number Line is only ringing Inform the guest if his fax is not going through by sending him a message or calling in his room. APPROVED BY: Stefan Schmid Position: Signature: Date: Page 1 of 1

Signature: Date:

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STANDARD OPERATING PROCEDURE
ROOM DIVISION DEPARTMENT : Front Office JOB TITLE: Telephone Operator WHAT TO DO To Provide A Clear, And Professional Voice Mail Service  TASK #: 1.13 TASK: Voice Mail EQUIPMENT NEEDED: HOW TO DO IT

WHY Guests Expectations:

Callers are always offered the option of leaving a message on voice mail or text message.

 Make sure the call is connected to the correct room. Transfer the message to the voice mail service.  If the guest is not in the room and caller does not want a written message use the voicemail service.  Ring the extension of the voice mail  Enter the room number  Ask the caller to leave a message  If the voice mail is automatic the caller will be connected to the system after 4 rings. In case of expected arrivals
 The caller needs to be informed that the guest is yet to arrive.

To receive all messages left on his voice mail system

 Take all the relevant details  Make a trace as arrival information  Attach message with the registration card  Inform guest on arrival  Ensure that voice mail messages are deleted upon check out.

PREPARED BY: Position: Signature: Date:

APPROVED BY: Position:

Stefan Schmid Signature: Date:

Page 1 of 1

Oriental Hospitality Consultants – OrientalHospitality.com

STANDARD OPERATING PROCEDURE
ROOM DIVISION DEPARTMENT : Front Office JOB TITLE: Telephone Operator WHAT TO DO Go to operators screen     TASK #: 1.14 TASK: Fidelio Functions For Fidelio EQUIPMENT NEEDED: HOW TO DO IT

WHY

To view the Telephone Operators screen  Press CTRL F7. This field allows Telephone Operators to get relevant information about a guest. Ensure to enter correct spelling of the guest, group or the company name. Control panel to view house status  Press shift + CTRL F2 and enter.  Please press left arrow key to view more. Print guests in house report  Go to options  Report  Guests in house: By name This report must be taken by the night operator before the system is shut down for night auditing. During the day, early shift and afternoon shift operator should take the Guest In house report again to get updated guest information in case the system fails. To enter messages in Fidelio.  Enter messages for expected guests or in house guests in message field and save. Ensure message is printed in Reception printer.

Guests Expectations: To be able to find their guests

Guest information

In house guest report

Enter messages









 

PREPARED BY: Position:

Message form is a triplicate copy.  First copy will be filed and kept in the concierge.  Other confidential copy will be delivered to the guest. APPROVED BY: Stefan Schmid Position: Signature: Date: Page 1 of 1

Signature: Date:

Oriental Hospitality Consultants – OrientalHospitality.com

STANDARD OPERATING PROCEDURE
ROOM DIVISION DEPARTMENT : Front Office JOB TITLE: Telephone Operator WHAT TO DO
To take written messages promptly and efficiently for the guest in a professional and friendly manner

TASK #: 1.15 TASK: Taken Written Messages EQUIPMENT NEEDED: HOW TO DO IT

WHY Guests Expectations :

 

Listen carefully to the caller and take the message down. Ensure the following details are take;  Name / surname of the guest (check spelling)  Room number  Name of the caller  Time and date the message is taken  Message  Initials of the staff who has taken the message. Repeat the message to the caller to confirm details Repeat the name of the guest and spelling to confirm. Type the message in Fidelio (Fidelio procedure) Ensure that there are no spelling errors. Inform the Reception to print the message to the correct room number / Expected Arrival. In – House guest: Message should reach the room within 20 mins. of its receipt. Urgent messages are delivered within 5 minutes of receipt. Guests are paged if necessary. The room number of the guest is checked before delivery. Messages for arriving guests that have not yet registered should be stored in a sealed envelope and given to the guest upon check in. The message for an in house guest should be placed in a prominent area of the room. The message should be logged upon delivery.

Taking the message         

To receive the correct message taken prior to arrival.

   PREPARED BY: Position:

Distressing messages should be handled by the duty manager. APPROVED BY: Stefan Schmid Signature: Date: Position: Signature: Date: Page 1 of 1

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STANDARD OPERATING PROCEDURE
Room Division TASK #: 2.5 DEPARTMENT : Telephone Operator TASK: Communication Paging JOB TITLE: All Operator Staff EQUIPMENT NEEDED: WHAT HOW TO DO IT TO DO
1. When a request to page a guest is made, advise the caller, to hold while the paging is taking place. 2. Repeat the name of the guest to confirm the spelling. 3. Use a quality paging board. 4. Write the surname of the being paged neatly, in block letters. 5. The paging board is held up so that it is a clear view to all guests. 6. If appropriate, ring the bell discreetly to alert guests. 7. Paging must cover all lobby areas, including the lobby bar and entrance of the restaurant ( not main area of the restaurant ) 8. When the guest is located, inform him/her that he has a call or message:” Excuse me Mr Motet you have a telephone call. Would you like to take it here or would you like me to have it transferred to the house phone?” 9. Inform the caller through the telephone operator. 10. For emergency or distressing messages the hotel manager should contact the guest when located and deliver the message discreetly. 11. In the case of a distressing message the hotel manager should offer assistance 12. Outdoor paging for pool, beach, garden, terrace etc, must be handled by the operating services in the same manner. 13. If the message is of a distressing nature or an emergency e.g. death or hospitalization, the Duty Manager should be called to handle the message delivery as the situation requires.

WHY

PREPARED BY: Position: Signature: Date:

APPROVED BY: Position:

Stefan Schmid Signature: Date:

Page 1 of 2

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STANDARD OPERATING PROCEDURE
Room Division TASK #: 2.5 DEPARTMENT : Telephone Operator TASK: Communication Switchboard JOB TITLE: All Operator Staff EQUIPMENT NEEDED: WHAT HOW TO DO IT TO DO
1. Switchboard is open 24 hours 2. The telephone is answered within 3 rings 3. External calls are answered with a smile: “ ........Resort , Good morning/afternoon/evening how may I direct your call.?” 4. Internal calls are answered with a smile using the guests‟ name: “ Good morning / afternoon evening, may I help you. 5. Even when busy, all calls are answered in person before the caller is put on hold ( except where automated switchboard is in use) 6. Ask the caller‟s permission to put him on hold before doing so. 7. Telephone operators are always willing to help. 8. Telephone operators take responsibility and avoid transferring the guest unnecessarily. It is necessary to transfer the guest to another department, the operator first explains the guest‟s Request to the department concerned. 9. Guests are not hurried when on the telephone. 10. If the caller asks to speak to a guest, ask for the name to be spelled and check the room number to ensure that the guest is registered at the hotel. 11. Inform the caller that you are transferring the call to the guest room, “ Please hold on, I am transferring your call to Mr Motet‟s room.” 12. If an extension remains busy after 5 rings, offer voice mail or to leave a message, “ “ I‟m sorry but the line is busy, Would you like to hold on or leave a message with me or on the voice mail?” 13. If the caller wishes to hold on, check back with him every 20 seconds

WHY

PREPARED BY: Position: Signature: Date:

APPROVED BY: Position:

Stefan Schmid Signature: Date:

Oriental Hospitality Consultants – OrientalHospitality.com

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STANDARD OPERATING PROCEDURE
ROOM DIVISION DEPARTMENT : Telephone Operator JOB TITLE: All Operator Staff WHAT TO DO TASK #: 7.1 TASK: Communication EQUIPMENT NEEDED: HOW TO DO IT

WHY

14. Telephone operators are familiar with hotel departments, services and extensions and the telephone system. 15. Telephone operators are familiar with city information, emergency numbers 16. The quality of the on-hold music is checked regularly.

PREPARED BY: Position: Signature: Date:

APPROVED BY: Position:

Stefan Schmid Signature: Date:

Oriental Hospitality Consultants – OrientalHospitality.com

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STANDARD OPERATING PROCEDURE
Room Division TASK #: 2.5 DEPARTMENT : Telephone Operator TASK: Communication Message & Fax JOB TITLE: All Operator Staff EQUIPMENT NEEDED: WHAT HOW TO DO IT TO DO
1.Answer the telephone with a smile in your voice. 2. Repeat the message to the caller to confirm all the details. 3. Repeat the name of the guest including the spelling to ensure that it is right. Guest properly / names / correspondence should be handled with discretion. 4. Telephone messages must be written down on the message form. 5. The writing on the message form is neat and in block letters. There must be no spelling errors. 6. The time, date, that the message must be was taken is indicated. Staff initials must be clear. 7. The message is placed in closed envelope that has the surname and room number of the guest on the cover. 8. Message is hand delivered to the guest room within 20 minutes of receipt ( if not announced by TV or similar device ). Messages that are urgent are hand delivered to the guest room within 5 minutes of receipt. Guests who advised their location are paged. 9. If no reply from the guest room, slide the message under the door or place in an area in the room ( side table) The message is never left sticking out of the door of the guest room. 10. Guest property / names / correspondence should be handled with discretion. 11. Log the details of the message in a log book or in the in-house computer system.

WHY

PREPARED BY: Position: Signature: Date:

APPROVED BY: Position:

Stefan Schmid Signature: Date:

Oriental Hospitality Consultants – OrientalHospitality.com

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STANDARD OPERATING PROCEDURE
ROOM DIVISION DEPARTMENT : Telephone Operator JOB TITLE: All Operator Staff WHAT TO DO TASK #: 7.1 TASK: Communication Message & Fax EQUIPMENT NEEDED: HOW TO DO IT WHY

12. All messages for arriving guests that have not yet checked in are kept with registration card and given to the guest upon arrival at the hotel. 13. Messages that arrive between 10 pm. And 7 am are placed in an envelope and put under the floor of the guest room. 14. Telephone caller is requested to leave a message on the voice mail and transferred accordingly. 15. The message light in the room is turned on, or alternatively the TV message service is used. 16. The guest name / room number is checked for accuracy before delivery. 17. Parcels, flowers and other items should be delivered to the guest room and placed on the desk as per local security recommendations and the number of pieces verified. 18. Messages of a distressing nature or emergency messages are handled by the Duty Manager. 19. In case of distressing message: Duty manager calls the room and informs the guest that the is an important message for him. The message is delivered personally to the guest. Management follows up with a courtesy call to enquire whether or not assistance is needed. If the message was received between 10 pm and 7 am the follow up call is made next morning.

PREPARED BY: Position: Signature: Date:

APPROVED BY: Position:

Stefan Schmid Signature: Date:

Oriental Hospitality Consultants – OrientalHospitality.com

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STANDARD OPERATING PROCEDURE
Room Division TASK #: 2.5 DEPARTMENT : Telephone Operator TASK: Guest Receiving Visitors JOB TITLE: All Operator Staff EQUIPMENT NEEDED: WHAT HOW TO DO IT TO DO
1. If a registered guest receives a visitor, ask for the name of the visitor, time of appointment company and for the name of the guest. 2. Check for the name of the guest in the computer to verify that he is registered in the hotel. 3. Call the guest in the room and inform him about the visitor. 4. Offer to connect the visitor to the guest by telephone or direct him to the house phone where he can be connected to the guest room. 5. If the guest is not in the room, record the visit on the message system and inform the guest later. 6. No visitor should be issued with a room key, unless resident guest has left written instructions in person or has left a key behind. 7. No instructions received through an incoming outside call should be accepted , even from the guest himself. 8. Hotel employee should always announce visitor personally to guest. 9. Any visitor to a room should be recorded at reception. Health and safety laws require all persons staying in a room to be reported at reception, in case of fire or other emergency. 10. Unregistered visitors, or individuals who fail or refuse to identify themselves, should be politely asked to leave the hotel and security to be informed and and to assist.

WHY

PREPARED BY: Position: Signature: Date:

APPROVED BY: Position:

Stefan Schmid Signature: Date:

Oriental Hospitality Consultants – OrientalHospitality.com

Page 1 of 1

STANDARD OPERATING PROCEDURE
SALES & MARKETING TASK #: 1.01 DEPARTMENT : Reservation TASK: Guest Call The Hotel JOB TITLE: All S&M Staff EQUIPMENT NEEDED: WHAT TO DO HOW TO DO IT

WHY

To understand basic rules And regulations of the sales department.

1. Answer the telephone within 3 rings. 2. Offer assistance and listen attentively. 1. Offer assistance and listen attentively. 2. When the is to be transferred, make sure you do this only once and inform the customer of your intention to do so. 3. Don‟t keep the customer on hold more than 2 minutes. 4. Thank the customer for holding when you return to serve call. 5. Listen carefully to the caller. 6. Greet the caller by name if possible. If not identify and use the callers name at least twice during conversation.. 7. Ensure that staff answering the telephone have up to date product knowledge to enable them to provide quality information. The reservation agent must be aware of occupancy, facilities, products and special promotions. He/she must be familiar with all the room types and rates. 8. All relevant destination information is available. 9. Always handle guest requirements and contact departments on guests behalf. No guest will be told to call another department. 10. Summarise requirements and propose solution/action. 11. Inform caller of your next action. 12. Thank the client for their call.

Sales ethics are part of the Philosophy and are necessary To built teamwork, trust, Success and proper working Environment in the Sales Department.

PREPARED BY: Position: Manager Signature: Date: 01.11.07

APPROVED BY: Position:

Stefan Schmid Signature: Date: 01.11.07

Oriental Hospitality Consultants – OrientalHospitality.com

Page 1 of 1

STANDARD OPERATING PROCEDURE
SALES & MARKETING DEPARTMENT : Reservation TASK #: 2.02 TASK: Accommodation Request, Making & Confirm Booking JOB TITLE: All S&M Staff EQUIPMENT NEEDED: WHAT TO DO HOW TO DO IT WHY 1. Ensure that relevant destination information is available. To understand basic rules And regulations of the sales department. 2. Be aware of occupancy, facilities, products and special promotions. Have full knowledge of promotion procedures and computer knowledge. 3. Answer the telephone within 3 rings, say: “Good morning/afternoon/evening, Reservations how may I help you? 4. If a call has been put on hold, offer an apology. 5. Ask the caller for and the company he/she is calling: ”May I have your name and the name of your company please?” 6. Make immediate note of the guest name and use guest history. If necessary, repeat guest name and ensure correct spelling. 7. Ask the guest if he is a .....”special programme” member. Ask for the card number. 8. If regular guest, use guest history to show recognition and to make guest feel home. 9. Align with the guest‟s voice, urgency and language level as appropriate. 10. Ask questions to establish the guest‟s needs. 11. Take initiative and guide caller, always offer different prices and packages to let the guest have a choice. 12. Confirm customer‟s request at each stage ( use active listening skills ) 13. Ensure that billing instructions are clear and agreed with the guest. PREPARED BY: Position: Manager Signature: Date: 01.11.07 APPROVED BY: Position: Stefan Schmid Signature: Date: 01.11.07 Sales ethics are part of the Philosoph y and are necessary To built teamwork, trust, Success and proper working Environme nt in the Sales Departmen t.

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STANDARD OPERATING PROCEDURE
SALES & MARKETING DEPARTMENT : Sales TASK #: 1.02 TASK: Accommodation Request, Making & Confirm Booking JOB TITLE: All S&M Staff EQUIPMENT NEEDED: WHAT TO DO HOW TO DO IT WHY 14. Provide transportation and offer to send directions to the hotel. Offer to boo the hotel limousine service ( explain the cost ) . Ask for the expected time of arrival, flight number, etc to facilitate registration and room readiness. Sell other services , eg restaurant, meeting rooms, baby sitter, massage, etc 15. Inform the caller that his/her reservation will be confirmed via fax or e-mail. 16. Repeat the reservation details from notes or computer with precision and confidence. 17. Tell and explain the reservation number to the guest. 18. Advise guest of guarantee /deposit position. 19. Inform the guest of your next actions. 20. Invite the guest to visit the company / hotel website. 21. Mail conformation the following day, if possible in the preferred language of the guest. 22. Update hotel database and reservations systems including “Data Warehouse”. 23. Reservations or change requests sent by fax or e-mail are to be responded at the latest by the close of the day. 24. Letters are to be answered within 24 hours enclosing the hotel brochure in the preferred language of the guest. 25. Inter hotel reservations are free of charge and should be given priority handling. 26. Offer any further assistance. APPROVED BY: Signature: Manager Date: 01.11.07 Position:

To understand basic rules And regulations of the sales department.

Sales ethics are part of the Philosophy and are necessary To built teamwork, trust, Success and proper working Environment in the Sales Department.

PREPARED BY: Position:

Stefan Schmid Signature: Date: 01.11.07

Oriental Hospitality Consultants – OrientalHospitality.com

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STANDARD OPERATING PROCEDURE
TASK #: 2.03 TASK: Accommodation Request, Making & Confirm Booking JOB TITLE: All S&M Staff EQUIPMENT NEEDED: WHAT TO DO HOW TO DO IT WHY SALES & MARKETING DEPARTMENT : Reservation

To understand basic rules And regulations of the sales department.

27. Thank the guest by name for choosing ....Resort, “Thank you, Mr. Robinson for choosing .....Resort & Spa” , we look forward to welcoming you at our hotel on the 25th May.” 28. Wait for the customer to hang up first. 29. Ask for any special preferences to show recognition such as: smoking, non smoking rooms, near lift, special diet, sea view, etc. 30. Make guest feel that his/her business is wanted. 31. Always offer different prices and packages to let the guest have a choice. 32..Offer pre – registration facility to guest. 33. Endeavour to obtain relevant personal details, company title / position to facilitate assignment of appropriate VIP status and courtesies etc.

Sales ethics are part of the Philosophy and are necessary To built teamwork, trust, Success and proper working Environment in the Sales Department.

PREPARED BY: Position: Manager Signature: Date: 01.11.07

APPROVED BY: Position:

Stefan Schmid Signature: Date: 01.11.07

Oriental Hospitality Consultants – OrientalHospitality.com

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STANDARD OPERATING PROCEDURE
SALES & MARKETING TASK #: 3.03 DEPARTMENT : Reservation TASK: All Agents Involved JOB TITLE: All S&M Staff EQUIPMENT NEEDED: WHAT TO DO HOW TO DO IT 1. Answer the call waiting within 3 rings and greet the guest , “ Reservations, Good Morning, how may I help you?” 2. Ask for the name of the caller and request him / her to be placed on hold, “May I ask you to hold the line, Mr Mandlefield, I will get back to you shortly, I am on another line. 3. If the guest does not want to be placed on hold, request that he give you a contact number and let him know that you will call him back within 15 minutes. 4. Place the caller on hold with music. 5. When the caller does not want to be placed on hold, ask if a contact number may be taken and let the caller know that you will return their call within 15 minutes. 6. Go back to the caller every 15 and advise him that you are still on another line. Ask if he would like to hold or offer to call back, ”I am sorry Mr. Mandlefield, I am still on another line, would you like to hold or shall I call you back within 5 minutes. 7. Apologise to him for holding the line, “ Sorry for keeping you waiting, Mr. Mandlefield, how may I help you?” or “I apologise for keeping you waiting, Mr. Mandleield, how may I help you 8. Arrange for calls to be automatically transferred to an alternative operator who can handle reservation functions, such as Front Desk or Administration

WHY

To understand basic rules And regulations of the reservation department.

Reservation ethics are part of the Philosophy and are necessary To built teamwork, trust, Success and proper working Environment in the Sales Department.

PREPARED BY: Position: Manager Signature: Date: 01.11.07

APPROVED BY: Position:

Stefan Schmid Signature: Date: 01.11.07

Oriental Hospitality Consultants – OrientalHospitality.com

Page 1 of 1

STANDARD OPERATING PROCEDURE
SALES & MARKETING TASK #: 3.03 DEPARTMENT : Reservation TASK: Sold Out Status JOB TITLE: All S&M Staff EQUIPMENT NEEDED: WHAT TO DO HOW TO DO IT 1. Explain to the guest that the hotel is fully booked on the dates she would like to reserve. If possible give reasons for this, “I am sorry, Mrs Fox, the hotel is fully booked on those dates, there is a World Cup football tournament being held here”. Always have a solution for regular guests, top accounts and guests with previous denial records. 2. Ask the guest if she would like to change the dates of the reservation to an alternative date. 3. Offer alternative dates, “We would have a room available from the 25th onwards. 4. Offer the choice of a sister hotel in the city when possible or similar hotels of the same category. 5. Ask the guest for his/her contact details i.e. fax / tel / e-mail “May I have your fax number please Mrs.Fox. 6. Arrange for a reservation in the sister hotel if the guest so wishes and confirm back to the guest. 7. Offer assistance and ensure the guest of priority the next time around. 8. Be aware of availability of competitors and rates and advise the guest accordingly. 9. Thank the guest, “ Thank you for choosing ....hotels. Mrs Fox, I hope we will have the pleasure of welcoming you to our hotel on your next stay”. 10. Keep a record of turned down business and when available, make a note on the guest history file.

WHY

To understand basic rules And regulations of the sales department.

Sales ethics are part of the Philosophy and are necessary To built teamwork, trust, Success and proper working Environment in the Sales Department.

PREPARED BY: Position: Manager Signature: Date: 01.11.07

APPROVED BY: Position:

Stefan Schmid Signature: Date: 01.11.07

Oriental Hospitality Consultants – OrientalHospitality.com


				
DOCUMENT INFO
Description: Hospitality Industry Manuals for Hotels and Resorts
Oriental Hospitality Oriental Hospitality http://orientalhospitality.com
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